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

Location: San Antonio, TX | 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 that all interactions, processes, and deliverables meet established quality standards. This position monitors, evaluates, and improves service delivery to ensure compliance with regulatory requirements and enhance customer, process, and stakeholder satisfaction.

Responsibilities

• Monitor and evaluate interactions (calls and emails) 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).
• 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.

Requirements

• Bachelor’s degree in Business, Quality Management, or related field preferred.
• 2+ years of experience in quality assurance, auditing, or call/chat monitoring (or similar role).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office (Excel, Outlook, Windows 10, Microsoft 365) and quality monitoring tools.
• Preferred experience with SAP, JDE, i5, or HighRadius.
• Knowledge of regulatory compliance standards and best practices.
• Ability to review large volumes of data, prepare reports, and communicate findings effectively.
• Must be able to work in a fast-paced environment and manage multiple priorities.

Skills

• Attention to detail
• Communication and coaching
• Time management
• Analytical thinking
• Collaboration and adaptability
• Accountability
• Customer focus
• Continuous improvement
• Building agent rapport

Schedule

• Monday–Friday, 7:30 AM–4:30 PM CT
• Hybrid (onsite only on Fridays)

Pay

$19/hour