Spec 1, Quality Assurance

Pay Rate: $19.00/hour
Shift: Monday–Friday, 7:30 AM–4:30 PM CT (Hybrid only Friday)

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.

Key Technical Requirements

• Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
• Preferred experience with SAP, JDE, i5; HighRadius is a plus

Responsibilities

• 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
• Monitor and evaluate interactions 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)

Preferred Experience

• Quality Assurance, auditing, or call/chat monitoring
• Performance evaluation using scorecards
• Data tracking/reporting and feedback delivery

Skills

• Attention to detail
• Communication and coaching
• Time management
• Analytical thinking
• Collaboration
• Adaptability
• Accountability

Core Competencies

• Attention to Detail
• Collaboration
• Customer Focus
• Continuous Improvement
• Accountability
• Analytical Thinking
• Building Agent Rapport

Requirements

• Bachelor’s degree in Business, Quality Management, or related field preferred
• 2+ years of experience in quality assurance or similar role
• 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 review large volumes of data and interactions, prepare reports, and communicate findings effectively
• Must be able to work in a fast-paced environment and manage multiple priorities

Additional Information

• High-volume workload requiring accuracy and consistency
• Potential for assignment extension based on business needs