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

About the Role

A 12-month contract position (W2) for a QA Specialist focused on contact-center quality—monitoring calls and emails. US Citizens, Green-Card holders, or valid EAD/OPT/CPT required. Hybrid schedule: Monday–Friday, 7:30 AM–4:30 PM CT (onsite except Fridays).

Responsibilities

• Perform QA evaluations using Microsoft Forms (60 % of time).
• Track and report results; communicate outcomes and provide feedback/coaching.
• Maintain QA metrics, support documentation, and contribute to process improvements (5 %).
• Collaborate with training teams and/or management to address performance gaps and improve service quality (15 %).
• Prepare and present detailed quality reports to management and stakeholders (10 %).
• Identify opportunities for process improvement and recommend actionable solutions (10 %).

Requirements

• 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.
• Bachelor’s degree in Business, Quality Management, or related field preferred.
• Strong analytical, problem-solving, communication, and interpersonal skills.
• Knowledge of regulatory compliance standards and best practices.

Skills

• Attention to detail
• Communication & coaching
• Time management
• Analytical thinking
• Collaboration & adaptability
• Accountability

Pay

$19/hour.

Schedule

40 hours/week, Monday–Friday, 7:30 AM–4:30 PM CT (hybrid—onsite except Fridays).