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)

Schedule

• Monday–Friday, 7:30 AM–4:30 PM (Hybrid only on Friday)
• 40 hours per week, 1st shift

Pay

$19/hour

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.

This is a high-volume workload requiring accuracy and consistency. There is potential for assignment extension based on business needs.

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 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.
• Experience with performance evaluation using scorecards, data tracking/reporting, and feedback delivery.
• Proficiency in Excel, Windows 10, Microsoft 365 (Outlook), and quality monitoring tools.
• Preferred experience with SAP, JDE, i5, or HighRadius.
• Knowledge of regulatory compliance standards and best practices.

Skills

• Attention to detail
• Strong communication and interpersonal skills
• Coaching and collaboration
• Time management and adaptability
• Analytical thinking and problem-solving
• Accountability
• Customer focus and continuous improvement
• Building agent rapport

Scope of Responsibility

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