Contact Center Quality Spec 1 - (Req Exp in contact center quality (call and email monitoring)

About the role

This entry-level Quality Specialist position is responsible for monitoring, evaluating, and improving service delivery to ensure all interactions, processes, and deliverables meet established quality standards. The role ensures compliance with regulatory requirements and enhances customer, process, and stakeholder satisfaction.

Primary responsibilities

• Monitor and evaluate interactions for adherence to quality standards (60% of time)
• Develop and implement quality assurance processes and guidelines (5% of time)
• Collaborate with training teams and/or management to address performance gaps and improve service quality (15% of time)
• Prepare and present detailed quality reports to management and stakeholders (10% of time)
• Identify opportunities for process improvement and recommend actionable solutions (10% of time)

Key technical requirements

• Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
• Preferred experience with SAP, JDE, i5
• HighRadius is a plus

Role overview

• Perform QA evaluations using MS Forms
• Track and report results, communicate outcomes, and provide feedback/coaching
• Maintain QA metrics, support documentation, and contribute to process improvements

Core competencies

• Attention to Detail
• Collaboration
• Customer Focus
• Continuous Improvement
• Accountability
• Analytical Thinking
• Building Agent Rapport

Scope of responsibility

Responsible for ensuring compliance with quality standards across QTC-NA operations. Provides input into quality strategy and influences process improvements.

Sphere of influence

Influences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.

Impact on business results

Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives.

Essential functions

Ability to review large volumes of data and interactions, prepare reports, and communicate findings effectively. Must be able to work in a fast-paced environment and manage multiple priorities.

KSA requirements

• Bachelor's degree in Business, Quality Management, or related field preferred
• 2+ years of experience in quality assurance or similar role
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in MS Office and quality monitoring tools
• Knowledge of regulatory compliance standards and best practices

Preferred experience

• Quality Assurance, auditing, or call/chat monitoring
• Performance evaluation using scorecards
• Data tracking/reporting and feedback delivery

Additional information

• High-volume workload requiring accuracy and consistency
• Potential for assignment extension based on business needs
• Shift: Monday-Friday, 7:30 AM-4:30 PM
• Pay rate: $19/hr