QA Specialist 1 – Candidates with contact center quality (call and email monitoring) Exp

Location: Covington, GA | Duration: 12 months | Employment Type: Contract on W2 (US Citizens, GC Holders, GC EAD, OPT, EAD, or CPT only)

About the Role

The Quality Assurance Specialist ensures all interactions, processes, and deliverables meet established quality standards. This role monitors, evaluates, and improves service delivery to ensure compliance with regulatory requirements and enhance customer, process, and stakeholder satisfaction.

Schedule

• Monday–Friday, 7:30 AM–4:30 PM (Hybrid on Fridays only)
• 40 hours per week

Pay

$19/hour

Responsibilities

• Monitor and evaluate interactions (60% of time) for adherence to quality standards using MS Forms.
• 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).
• Track and report QA results, communicate outcomes, and provide feedback/coaching.
• Maintain QA metrics, support documentation, and contribute to process improvements.
• Review large volumes of data and interactions, prepare reports, and communicate findings effectively in a fast-paced environment.

Requirements

• Bachelor’s degree in Business, Quality Management, or related field preferred.
• 2+ years of experience in quality assurance, auditing, or call/chat monitoring.
• Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook).
• Preferred experience with SAP, JDE, i5, or HighRadius.
• Experience with performance evaluation using scorecards, data tracking/reporting, and feedback delivery.
• 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.
• Ability to manage multiple priorities in a high-volume workload requiring accuracy and consistency.

Skills

• Attention to detail
• Communication
• Coaching
• Time management
• Analytical thinking
• Collaboration
• Adaptability
• Accountability
• Customer focus
• Continuous improvement
• Building agent rapport

Scope & Impact

• Ensures compliance with quality standards across operations.
• Provides input into quality strategy and influences process improvements.
• Influences quality practices within teams and collaborates cross-functionally to improve service delivery.
• Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency.