Overview

Our client is a leading company known for its commitment to quality, reliability, and excellent customer service. With a strong focus on operational excellence, they invest in developing their people and processes to deliver outstanding results. Joining their team means working in a collaborative, supportive environment where growth and skill development are valued.

Job Summary:

Our client is seeking a Quality Assurance Specialist (QA) to ensure their team consistently delivers high-quality service. This role involves monitoring calls, coaching team members, generating performance reports, and training new agents on updated processes. While prior QA experience is a plus, senior agents with strong communication and leadership skills are encouraged to apply.

Key Responsibilities:

• Monitor calls and conduct weekly QA calibration sessions.
• Coach team members and provide constructive feedback to improve performance.
• Prepare monthly reports, track team scores, and guide agents on improving results.
• Train new agents on updated processes and company standards.
• Collaborate with management to maintain and enhance quality assurance practices.

Qualifications:

• Senior agent experience preferred; QA-specific experience is a plus but not required.
• Strong communication and coaching skills.
• Ability to analyze performance metrics and provide actionable feedback.
• Flexible and willing to work onsite; remote work not available.
• Available to start ASAP and attend onsite interview with one day prior notice.