Quality Assurance Specialist (Call Monitoring)

Job description: A-Line Staffing is now hiring a Quality Assurance Specialist 1 in Tempe, Arizona. Please contact Staffing Manager, Tiona Scroggins @ View email address on click.appcast.io Assignment Dates: 06/01/2026 – 05/31/2027 Pay Rate: $19.00/hour Schedule: Monday – Friday | 7:30 AM – 4:30 PM AZ Time Location: Hybrid – 4 days onsite per week in Tempe, AZ Position Type: Temporary assignment with opportunity for extension or permanent hire based on business needs Position Summary: The Quality Assurance Specialist 1 is responsible for monitoring, evaluating, and improving service quality to ensure compliance with established standards and operational expectations. This role supports quality initiatives through evaluations, reporting, coaching feedback, and process improvement efforts in a fast-paced environment. Primary Responsibilities: Monitor and evaluate interactions for adherence to quality standards Complete independent quality evaluations using Microsoft Forms Track and maintain quality results within QA tracking systems Communicate evaluation outcomes to agents and supervisors Respond to quality-related questions and feedback requests Conduct coaching and feedback sessions for employees performing below target goals Update and maintain weekly quality assurance metrics and reporting Prepare and present quality reports to leadership and stakeholders Collaborate with training teams and management to improve service quality Identify process improvement opportunities and recommend actionable solutions Support documentation updates and continuous improvement initiatives Perform additional assigned duties as needed Typical Daily Duties: Reviewing call, chat, or operational interactions for compliance and quality standards Tracking evaluation results and maintaining reporting accuracy Delivering coaching and performance feedback Supporting quality process improvements and documentation Managing high volumes of work while maintaining accuracy and consistency Required Qualifications: Minimum 2 years of experience in quality assurance, auditing, call monitoring, or related field Strong analytical and problem-solving abilities Excellent written and verbal communication skills Strong attention to detail and organizational skills Ability to work independently and manage multiple priorities Experience evaluating performance against scorecards or defined quality standards Experience providing coaching or feedback to employees Ability to thrive in a fast-paced environment Proficiency with Microsoft Excel, Windows 10, and Microsoft 365 including Outlook Experience using Microsoft Forms, PowerPoint, and reporting tools Ability to review large volumes of data and interactions accurately Preferred Qualifications: Bachelor’s degree in Business, Quality Management, or related field preferred Experience with SAP, JDE, and i5 systems preferred HighRadius experience is a plus Exposure to process improvement initiatives and documentation practices preferred Knowledge of regulatory compliance standards and quality best practices preferred Key Skills Needed for Success: Attention to Detail Communication Skills Coaching & Feedback Delivery Time Management Self-Starter Mentality Collaboration Analytical Thinking Adaptability Accountability Customer Focus Continuous Improvement Additional Information Candidates Should Know: This is a hybrid role requiring 4 days onsite each week Extension may be possible based on business needs and performance Role requires handling multiple priorities and maintaining accuracy under deadlines Position directly impacts customer satisfaction, compliance metrics, and operational efficiency Candidates should be comfortable reviewing large amounts of data and delivering constructive feedback to employees Benefits: Benefits are available to full-time employees after 90 days of employment. A 401(k) with company match is available after 1 year of service. INDKS Benefits: Dental insurance Health insurance Life insurance Vision insurance Application Question(s): Do you understand that this is a hybrid role requiring 4 days onsite each week? Experience: quality assurance, auditing, or call monitoring: 2 years (Required) Call/Chat monitoring: 2 years (Required) Work Location: Hybrid remote in Tempe, AZ 85281 Application Question(s): Do you understand that this is a hybrid role requiring 4 days onsite each week? Experience: quality assurance, auditing, or call monitoring: 2 years (Required) Call/Chat monitoring: 2 years (Required)