Quality Assurance Specialist

Get AI-powered advice on this job and more exclusive features. Monday - Friday, standard business hours Contract-to-hire, W2 Overview You’ll play a key role in ensuring every customer interaction meets service, compliance, and quality standards. By analyzing KPIs and monitoring performance, you’ll provide insights that help improve efficiency, customer satisfaction, and team coaching outcomes. What You’ll Do Monitor and score inbound and outbound calls using QA standards Report on performance metrics and quality trends Identify coaching and training opportunities based on data analysis Partner with supervisors to implement service improvements Maintain accurate QA records and compliance documentation What You’ll Bring 2+ years in a call center or customer service environment 1+ year in quality assurance, auditing, or performance monitoring Proficiency with call monitoring and QA tools Strong Excel or data analysis ability Call monitoring: NICE, Verint, Five9, Genesys Data tools: Excel, Google Sheets, Power BI Reporting: Tableau, Looker Nice to Have Experience with KPI dashboards and root cause analysis Knowledge of TCPA, HIPAA, or PCI compliance standards Background in coaching or training frontline staff Seniority level Entry level Employment type Contract Job function Administrative, Customer Service, and Quality Assurance Industries Motor Vehicle Manufacturing and Consumer Services #J-18808-Ljbffr