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

Location: Tempe, AZ | Duration: 12 Months | Employment Type: Contract on W2 (US Citizens, GC Holders, GC EAD, OPT, EAD, or CPT)

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 (60% of time) for adherence to quality standards using MS Forms.
• Track and report QA results, communicate outcomes, and provide feedback/coaching.
• 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).
• Maintain QA metrics, support documentation, and contribute to process improvements.
• Influence quality practices within teams and collaborate cross-functionally to improve service delivery.

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, Microsoft 365 (Outlook), and quality monitoring tools.
• Preferred experience with SAP, JDE, i5, or HighRadius.
• Strong analytical, problem-solving, and communication skills.
• Knowledge of regulatory compliance standards and best practices.
• Ability to review large volumes of data, prepare reports, and communicate findings effectively.
• Must 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

Pay

$19–$25/hr

Schedule

Monday–Friday, 7:30 AM–4:30 PM (40 hours/week)