Quality Assurance Specialist, PT (call center)

JOB SUMMARY

The Call Center Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions within the call center and collections department. This role ensures that customer service agents and collection representatives adhere to established policies, scripting, service standards, and compliance requirements. The quality assurance specialist provides detailed feedback, identifies training opportunities, and partners with supervisors and trainers to support overall call center effectiveness and exceptional customer experience.

ESSENTIAL JOB FUNCTIONS

Monitor inbound and outbound calls, emails, and other customer interactions to assess adherence to quality standards and service expectations.

AI quality coaching program to improve customer and agent experience. Build and report on trends in the call center based on insights gathered from Quality Management tools. 

Conduct regular quality evaluations using established scoring guidelines and documentation templates. Provide clear, constructive, and timely feedback to supervisors, trainers, and staff on performance trends and opportunities for improvement. Maintain accurate and organized QA records, scorecards, and documentation for reporting and audits. Analyzing quality assurance results in identifying patterns, root causes, and areas requiring process or training enhancements. 

Collaborate with supervisors, leadership, and training teams to support coaching plans, performance improvement initiatives, and new hire/on-going training needs. Hold calibration sessions with the leadership team to ensure scoring consistency Identify process improvement opportunities to update SOPs and scripting, and knowledgebase revisions as needed. 

Other duties as assigned.

WORKING CONDITIONS

Generally, works 20 hours in an office environment. Regular use of a computer, headset, and telephony/QA monitoring software. Frequent periods of sitting and focused listening during call reviews. May require occasional schedule flexibility to support peak business needs, training sessions, or calibration meetings. Challenging environment with frequent deadlines and shifting priorities

MINIMUM QUALIFICATIONS

High school diploma or equivalent; and

Three (3)  years of experience in call center quality assurance.