Job Title: Quality Assurance Specialist
Schedule: Monday–Friday | 7:30 AM–4:30 PM
Position Overview
We are seeking a detail-oriented and analytical Quality Assurance Specialist to support quality initiatives and ensure interactions, processes, and deliverables meet established standards. This role plays a key part in monitoring performance, maintaining quality metrics, driving continuous improvement efforts, and supporting operational excellence.
The ideal candidate has experience in quality monitoring, auditing, performance evaluation, and delivering feedback in a fast-paced, high-volume environment.
Key Responsibilities
Perform quality assurance evaluations using Microsoft Forms and quality monitoring tools
Monitor and evaluate interactions to ensure adherence to established quality standards and procedures
Track, analyze, and report QA results and performance metrics
Communicate evaluation outcomes and provide constructive feedback and coaching
Maintain quality documentation and support reporting activities
Identify trends, process gaps, and opportunities for continuous improvement
Collaborate with leadership and training teams to address performance concerns and improve service delivery
Prepare and present quality findings and recommendations to management and stakeholders
Required Technical Skills
Proficiency with:
Microsoft Excel
Windows 10
Microsoft 365/Outlook
Experience with quality monitoring tools and reporting systems
Preferred Technical Experience
SAP
JDE
i5
HighRadius (preferred but not required)
Preferred Qualifications
Bachelor’s degree in Business, Quality Management, or related field preferred
2+ years of experience in Quality Assurance or a similar role
Experience with:
Auditing and quality evaluations
Call and/or chat monitoring
Performance evaluation using scorecards
Data tracking, reporting, and analysis
Delivering performance feedback and coaching
Key Skills & Competencies
Strong attention to detail
Excellent verbal and written communication skills
Coaching and feedback delivery
Time management and organization
Analytical and problem-solving abilities
Collaboration and teamwork
Adaptability and accountability
Customer focus and continuous improvement mindset
Work Environment
Fast-paced, high-volume workload requiring strong accuracy and consistency
Ability to manage multiple priorities simultaneously
Strong focus on quality standards and operational performance
Additional Information
Assignment extension opportunities may be available based on business needs
This role directly contributes to customer satisfaction, compliance metrics, and operational efficiency
