Quality Assurance Specialist

Position Overview

Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.

Essential Job Functions

  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Work with supervisors to coach agents


  • High School diploma required
  • Proficient in Microsoft products, especially Word and Excel
  • Two years of call center customer care experience, preferably in a technical environment preferred

Required Skills/Abilities

  • Strong knowledge of customer care processes and techniques.
  • Customer service skills
  • Strong listening and analytical skills
  • Ability to clearly communicate both written and verbally
  • Proficiency in typing, with minimal mistakes
  • Team oriented
  • Strong organizational skills

Working Conditions

  • Subject to prolonged standing or sitting
  • Must be able to use headsets or other appropriate listening devices
  • Must be able to lift up to 25 lbs
  • Bending, stooping, reaching and pulling

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