Contact Center Quality Assurance Specialist

About the Role

Biz Voice Boost Inc. is seeking a Contact Center Quality Assurance Specialist for hands-on work centered on service quality and the day-to-day demands of customer communication, contact-center support, outreach, quality, workforce, communications, and service operations. This role focuses on specialized execution within contact center service support, ensuring owners, evidence, and next actions are clearly visible.

Success Profile

• Use Issue Documentation and Scorecard Review confidently in contact center quality assurance execution.
• Apply Contact Center Quality Assurance Specialized Execution without losing track of exceptions, owners, or deadlines.
• Document workflow decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Quality Monitoring, especially when escalation is required instead of assumption.

Responsibilities

• Review the Contact Center Quality Assurance Specialist workflow by helping the team turn 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.
• Coordinate the workflow by tracking corrective actions and follow-up.

What Matters Most

Success means service quality is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

Role Details

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

Pay

Base salary: $44,000–$66,000 per year.