QA/ QC Experience Specialist

About the role

The Quality Control/Assurance Specialist is a dual‑role position within the Quality Team. The specialist functions as quality control by checking work orders for accuracy and as quality assurance by monitoring and evaluating customer and agent interactions. This role ensures that customer orders and complaints are handled with excellence and meet brand standards, sets quality standards for order entry, phone calls, chat, and email communications, and provides education and feedback to agents and supervisors for coaching. The specialist also tracks escalations, reports trends, assists with new‑hire onboarding, supports Learning & Development initiatives, and helps the customer care team during emergency states while upholding company tone and brand standards.

Responsibilities

• Check work orders for accuracy as part of quality control.
• Monitor and evaluate customer and agent interactions to ensure high‑level service and adherence to interaction guidelines.
• Set quality standards for incoming and outgoing phone calls, chat, and email communications.
• Provide education and feedback to agents and supervisors for coaching purposes.
• Research and resolve escalated customer issues expeditiously.
• Track and brainstorm areas for improvement based on escalations and lessons learned.
• Communicate feedback to agents and leadership via email and one‑on‑one coaching sessions.
• Participate in leadership meetings to report error and escalation trends and identify training needs.
• Produce monthly reports and deliver individual agent feedback within required deadlines to ensure timely coaching and commission processing.
• Assist with new‑hire onboarding to showcase quality standards.
• Support other Learning & Development departments as needed and aid the customer care team during emergency states.
• Uphold company tone and brand standards in all interactions.

Qualifications

• High school diploma or GED.
• Established residency in Pennsylvania.
• Current performance in good standing with the company.
• Excellent understanding of order entry processes (must learn ICOMS processes if not already proficient).
• Knowledge of current monitoring and quality standards.
• Knowledge of VPI software preferred.
• Proficiency with Microsoft Windows and Office programs, especially Excel.
• Strong oral and written communication skills.
• Strong organizational skills and attention to detail.
• Solid time‑management skills with flexibility to work overtime or adjust schedule as needed.
• Ability to learn quickly and maintain an open mind to continuous change.
• Ability to meet tight deadlines.
• Ability to work effectively as part of a team and independently as a resourceful worker.
• Self‑motivated for continuous improvement.

Schedule

Tuesday‑Saturday, 10:00 AM – 7:00 PM