Full-Time Contact Center QA Specialist

Contact Center QA Specialist

Monitors and evaluates call, email, and text interactions. Identifies areas for improvement and provides actionable feedback to enhance performance and service standards. Reports on account documentation, adherence to policies, and compliance.

1. Performs call, text, and email monitoring for various departments.
2. Provides professionally written, actionable feedback for performance, procedures, compliance, and customer experience.
3. Delivers professionally written reviews, reports, and information for quality assurance.
4. Participates in quality calibration and ongoing training.
5. Assists with other duties as assigned.

Skills:

• Strong listening and reading skills with attention to detail
• Analytical and problem-solving skills
• Ability to provide actionable feedback
• Effective verbal and written communication
• Commitment to representative growth and development
• Adaptability in fast-paced environments
• Effective time management
• Strong interpersonal skills
• Ability to work independently

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