Job Description

Position Summary:

The Quality Assurance (QA) Specialist is responsible for monitoring and evaluating outbound interactions to ensure that quality standards are consistently met. This role focuses on improving sales representative performance by coaching, developing, and enhancing the client experience. The QA Specialist provides detailed feedback, identifies training opportunities, and supports the continuous improvement of sales floor operations.

Key Responsibilities:

Monitor and evaluate client interactions (calls, notes, gathering important information) for quality, accuracy, tone, and compliance. Use quality monitoring systems to score and document sales representative performance. Provide detailed feedback and coaching recommendations to representatives, training team and supervisors. Identify trends, recurring issues, and opportunities for process or training improvements. Develop and maintain QA evaluation forms, scorecards, and performance tracking reports. Partner with team leaders and trainers to ensure feedback is integrated into performance and training plans. Maintain knowledge of company services and procedures to ensure accurate evaluations. Assist in the development and implementation of QA policies and best practices. Prepare and present regular reports on quality trends and performance metrics to management. Supporting the development of clear, effective QA processes that ensure consistent quality across every operation

Qualifications:

Education:

High school diploma or GED required; associate's or bachelor's degree preferred.

Experience:

2+ years in a call center or customer service role; at least 1 year in quality assurance, coaching, or training preferred. Strong understanding of call center metrics, KPIs, and quality standards. Excellent listening, analytical, and communication skills (verbal and written). Proficient in QA tools, CRM systems, and Google Suite (Sheets, Pages, Slides). Strong attention to detail, objectivity, and ability to provide constructive feedback. Ability to work independently and collaborate across teams.

Preferred Skills:

Experience with speech analytics software or QA platforms (e.g., Salesforce, Five9). Knowledge of customer experience (CX) principles and continuous improvement methodologies. Bilingual abilities (preferred but not required).

Working Conditions:

Upbeat and friendly office environment Standard business hours with occasional flexibility based on call center needs.
Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

Dental insurance Employee discount Health insurance Paid time off Vision insurance
Work Location: In person