QA Specialist 1 – Candidates with contact center quality (call and email monitoring) Exp
$39,520–$39,520 year
On-siteCovington, Georgia, United States
EXPIREDCovington, Georgia, United StatesOn-siteFull Time$39,520–$39,520 year
Full Time
Job Summary
Monitor and evaluate call and email interactions for adherence to quality standards using MS Forms. Track and report results, communicate outcomes, and provide feedback or coaching to address performance gaps. Maintain QA metrics, support documentation, and identify opportunities for process improvements to enhance customer satisfaction and regulatory compliance. Work in a fast-paced environment reviewing large volumes of data while collaborating with training teams and management. Ensure all processes meet established quality standards across QTC-NA operations.
Required Qualifications
- Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
- 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
- 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
Desired Qualifications
- Preferred experience with SAP, JDE, i5; HighRadius is a plus
- Quality Assurance, auditing, or call/chat monitoring
- Performance evaluation using scorecards
- Data tracking/reporting and feedback delivery
- Attention to detail
- Communication
- Coaching
- Time management
- Analytical thinking
- Collaboration
- Adaptability
- Accountability
- Customer Focus
- Continuous Improvement
- Building Agent Rapport
- Bachelor's degree in Business, Quality Management, or related field preferred
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