Contact Center Quality Assurance Specialist

About the role

The Contact Center Quality Assurance Specialist will take ownership of service quality within inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. This role focuses on contact center quality assurance execution, ensuring visibility of owners, evidence, and next actions.

Skills

• Use Coaching Support and Exception Tracking confidently in contact center quality assurance execution.
• Apply Escalation Management without losing track of exceptions, owners, or deadlines.
• Document execution decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Corrective Action Tracking, especially when escalation is required instead of assumption.
• Ensure quality is visible, accurate, and actionable, with unresolved items documented rather than guessed.

Responsibilities

• Coordinate the Contact Center Quality Assurance workflow by turning quality findings into practical process feedback.
• Review work against documented quality standards to maintain consistency.
• Maintain the workflow by scoring and documenting observed defects.
• Track recurring failure patterns to identify areas for improvement.
• Own the workflow by tracking corrective actions and follow-up to ensure resolution.

Position Details

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

Pay

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