Call Quality Specialist

About the role

Take ownership of service quality within customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on call quality specialized execution to ensure visibility of owners, evidence, and next actions.

Skills

• Use Process Improvement and Standards Compliance confidently in call quality execution.
• Apply Call Quality Specialist Documentation without losing track of exceptions, owners, or deadlines.
• Document execution decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Data Accuracy, especially when escalation is required instead of assumption.

Responsibilities

• Coordinate the workflow by helping the team track corrective actions and follow-up.
• Review the workflow by turning quality findings into practical process feedback.
• Maintain the workflow by reviewing work against documented quality standards.
• Track the workflow by scoring and documenting observed defects.
• Own the workflow by identifying recurring failure patterns.

Expected Contribution

Ensure quality is visible when service quality is accurate enough for others to act on, and unresolved items are documented rather than guessed. This is measured through call quality specialized execution within customer support outsourcing.

Pay

Base salary: $46,000–$68,000 per year.

Schedule

Full-time, 100% remote within the United States. Associate level.