Call Center Quality Assurance Specialist

Job Overview

We are seeking a Call Center Quality Assurance (QA) Specialistto join our call center team. This role is responsible for reviewing recorded sales and service calls to ensure regulatory and legal compliance, identify missed sales opportunities, and evaluate customer service standards. The Quality Assurance Specialistwill score calls, document findings, provide feedback to agents, and take occasional inbound customer service calls.

Our Customer Success Center fosters a positive and collaborative work environment with a relaxed atmosphere and casual dress code. Join our team and become part of a growing company that supports your values and aspirations while making a meaningful difference for customers every day.

Duties

- Listen to and review recorded agent calls for compliance with regulatory, legal, and company requirements.

- Evaluate calls for sales effectiveness, professionalism, and customer service quality.

- Score calls using established QA criteria and document results accurately.

- Provide constructive feedback and coaching points to agents to help improve performance.

- Identify trends, training opportunities, and potential risks based on call reviews.

- Prepare and maintain reports to track performance and compliance results.

- Take inbound customer service calls as needed and resolve customer inquiries.

- Use company systems and tools to access customer accounts and record call details.

- Partner with supervisors and trainers to ensure consistent quality and adherence to company standards.

- Support the continuous improvement of call center processes and best practices.

- Perform ad-hoc tasks as directed by management as needed

Requirements

- Prior call center experience preferred.

- Previous quality assurance or call monitoring experience strongly preferred.

- Strong attention to detail with the ability to identify compliance and performance issues.

- Strong computer skills with the ability to navigate multiple systems and applications.

- Proficiency with Microsoft Office Suite including Word and Excel (basic reporting, tracking, and analysis)

- Excellent written and verbal communication skills.

- Ability to provide clear, constructive, and supportive feedback to agents.

- Strong organizational and time management skills.

- Self-motivated and able to work independently.

- Demonstrated ability in computer skills, including email, CRM system & Web-based tools.

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 40 per week

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Experience:

- Call Center: 2 years (Preferred)

- Quality Assurance: 1 year (Preferred)

- Sales: 1 year (Preferred)

Work Location: In person