Quality Assurance Specialist

Quality Assurance Specialist Schedule: Monday-Thursday, 8:00 AM-6:00 PM CST Pay: $21.56/hour, which may be below your state's minimum wage. Please take this into consideration when applying. Position Summary The Quality Assurance Specialist is responsible for monitoring, evaluating, and improving customer service performance across multiple programs. This role conducts quality evaluations, analyzes trends, identifies performance outliers, and partners closely with Operations leadership to drive continuous improvement initiatives. The ideal candidate is detail-oriented, analytical, and passionate about improving both customer and employee experiences through effective coaching and quality management practices. Key Responsibilities Conduct quality evaluations and audits of customer interactions to ensure compliance with client and company standards. Analyze quality data and performance trends to identify opportunities for operational improvement. Perform root cause analysis on quality defects and recurring performance issues. Identify performance outliers and collaborate with Operations leaders to develop corrective action plans. Deliver constructive coaching and feedback to improve agent performance and customer experience outcomes. Create and maintain quality reports, dashboards, and performance summaries using Excel and related tools. Participate in calibration sessions to ensure scoring consistency and quality standard alignment. Monitor adherence to established quality pro