Shift:

Monday-Friday, 7:30am-4:30pm remote on Fridays Job Description The Contact Center Quality Assurance Specialist monitors customer service interactions to ensure calls and emails meet company quality, compliance, and service standards. This position focuses specifically on contact center quality assurance, including call/email monitoring, scorecard evaluations, coaching, quality reporting, and process improvement. This is NOT a manufacturing, production, or product quality position. What Youll Do

Monitor and evaluate
customer calls and emails
for quality, accuracy, compliance, and adherence to company standards.

Complete quality evaluations using MS Forms and established scorecards. Provide clear, constructive feedback and coaching to help improve employee performance. Track quality results, identify trends, and maintain accurate QA metrics. Prepare and present quality reports to management and key stakeholders. Partner with training teams and managers to address performance gaps. Identify opportunities to improve customer service processes and recommend solutions. Help develop and maintain quality assurance procedures and guidelines. Review large volumes of customer interactions and data while maintaining accuracy and consistency. Key Responsibilities | Area | Approx. Time | | - | -: | | Monitor and evaluate customer calls/emails | 60% | | Work with management/training on performance improvement | 15% | | Prepare and present QA reports | 10% | | Identify process improvement opportunities | 10% | | Develop and maintain QA processes | 5% | Required Experience 2+ years of experience in Quality Assurance, Contact Center QA, Customer Service QA, auditing, or a similar role. Experience monitoring customer calls, emails, chats, or other customer interactions. Experience using quality scorecards to evaluate performance. Experience providing feedback and coaching based on QA results. Experience tracking quality metrics and preparing reports. Strong analytical, communication, and problem-solving skills. Excellent attention to detail and ability to manage a high-volume workload.

Technical Skills Required:

Microsoft Excel Microsoft 365 Outlook Windows 10 MS Forms Quality monitoring/scorecard tools

Preferred:

SAP JDE i5 HighRadius Education Bachelors degree in Business, Quality Management, or a related field preferred. Core Skills Contact Center Quality Assurance Call Email Monitoring Quality Evaluations Scorecard Assessments Coaching Feedback Quality Metrics Reporting Customer Service Compliance Data Analysis Process Improvement Attention to Detail Collaboration Accountability Time Management Ideal Candidate The ideal candidate has hands-on experience in Contact Center Quality Assurance and understands how to evaluate customer interactions, identify performance gaps, provide coaching, and use QA data to improve service quality.

Candidates should have experience with:

Call monitoring Email monitoring Customer service quality evaluations QA scorecards Agent performance evaluations Coaching and feedback QA reporting and metrics Contact center compliance Not a fit: Candidates whose QA experience is primarily in: Manufacturing quality Production quality Product inspection Product quality Manufacturing process QA ## Business Impact This role directly supports: Customer satisfaction Service quality Compliance Employee performance Operational efficiency Continuous improvement The position works closely with QTC-NA teams, management, and cross-functional partners to strengthen quality practices and improve the customer experience. Work Environment High-volume environment requiring accuracy and consistency Must be comfortable reviewing large amounts of customer interaction data. Must be able to manage multiple priorities and meet deadlines. Assignment may be extended based on business needs. 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