JobsRUs.com is seeking to hire a Contact Center Quality Assurance Specialist for our client in Tempe, AZ!
Benefits Available!
Weekly Pay!
Pay Rate - $19/hr
1st Shift: Monday-Friday, 7:30am-4:30pm, remote on Fridays
Job Description
The Quality Assurance Specialist ensures that all customer interactions, processes, and deliverables meet established quality standards. This role is responsible for monitoring and evaluating call and email interactions, providing coaching and feedback, tracking quality metrics, and identifying opportunities to improve service delivery while ensuring compliance with company policies and regulatory requirements.
This is a Contact Center Quality Assurance position focused on monitoring and evaluating customer service interactions (calls and emails). This is NOT a manufacturing, production, or product quality assurance role. Candidates should have experience performing quality evaluations of customer interactions, providing coaching and feedback, and supporting contact center quality initiatives.
Seeking candidates with experience in Contact Center Quality Assurance, including call and email monitoring, quality evaluations, scorecard assessments, and coaching. Candidates whose quality assurance experience is primarily in manufacturing, production, product inspection, or product quality environments are not a fit for this position.
Role Overview:
Perform QA evaluations using MS Forms
Track and report results, communicate outcomes, and provide feedback/coaching
Maintain QA metrics, support documentation, and contribute to process improvements
Primary Responsibilities and Duties
Responsibility - % of Time
Monitor and evaluate interactions for adherence to quality standards. - 60%
Develop and implement quality assurance processes and guidelines. - 5%
Collaborate with training teams and/or management to address performance gaps and improve service quality. - 15%
Prepare and present detailed quality reports to management and stakeholders. - 10%
Identify opportunities for process improvement and recommend actionable solutions. - 10%
Core Competencies
- Attention to Detail
- Collaboration
- Customer Focus
- Continuous Improvement
- Accountability
- Analytical Thinking
- Building Agent Rapport
Scope of Responsibility
Responsible for ensuring compliance with quality standards across QTC-NA operations. Provides input into quality strategy and influences process improvements.
Sphere of Influence
Influences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.
Impact on Business Results
Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives.
Essential Functions
Ability to review large volumes of data and interactions, prepare reports, and communicate findings effectively. Must be able to work in a fast-paced environment and manage multiple priorities.
KSA Requirements (Knowledge, Skills, and Abilities)
- Bachelor’s degree in Business, Quality Management, or related field preferred.
- 2+ years of experience in quality assurance or similar role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in MS Office and quality monitoring tools.
- Knowledge of regulatory compliance standards and best practices.
Key Technical Requirements:
Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
Preferred experience with SAP, JDE, i5; HighRadius is a plus
Preferred Experience:
Quality Assurance, auditing, or call/chat monitoring
Performance evaluation using scorecards
Data tracking/reporting and feedback delivery
Key Skills:
Attention to detail, communication, coaching, time management
Analytical thinking, collaboration, adaptability, accountability
Additional Info:
High-volume workload requiring accuracy and consistency
Potential for assignment extension based on business needs BD04123JD
