Job DescriptionJob Description
Quality Assurance Specialist
Pay Rate: $19.00/hour
Schedule: Monday-Friday, 7:30 AM-4:30 PM CT
Work Arrangement: Hybrid - Friday only
Manager: Britney
Important: This is NOT a warehouse position. Warehouse Quality Assurance experience alone does not qualify for this opportunity. The ideal candidate will have professional experience in quality assurance, auditing, call/chat monitoring, performance evaluations, scorecards, or service-quality monitoring. The Quality Assurance Specialist will conduct evaluations, track quality results, identify performance gaps, provide constructive feedback, maintain QA metrics, and partner with management and training teams to improve overall service quality.
Key Responsibilities
- Monitor and evaluate customer/service interactions for compliance with established quality standards.
- Conduct Quality Assurance evaluations using Microsoft Forms.
- Review calls, chats, processes, and other interactions using established QA scorecards and guidelines.
- Track, document, and report QA evaluation results.
- Communicate evaluation outcomes clearly and professionally.
- Provide constructive feedback and coaching based on QA findings.
- Identify performance gaps and partner with management and training teams on improvement opportunities.
- Maintain accurate quality metrics and supporting documentation.
- Prepare detailed quality reports for management and stakeholders.
- Analyze quality trends and identify recurring issues.
- Recommend actionable solutions to improve processes and service delivery.
- Support the development and improvement of QA processes, procedures, and guidelines.
- Ensure evaluations are completed accurately, consistently, and within established deadlines.
- Manage a high-volume workload while maintaining strong attention to detail.
Technical Requirements Candidates should have strong working knowledge of:
- Microsoft Excel
- Microsoft 365
- Microsoft Outlook
- Windows 10
- Microsoft Forms
- Data tracking and reporting tools
Experience with the following systems is preferred:
Preferred Experience
- 2+ years of Quality Assurance, auditing, quality monitoring, or similar experience preferred.
- Experience monitoring calls, chats, customer interactions, or service processes.
- Experience completing performance evaluations using QA scorecards.
- Experience tracking and reporting performance or quality data.
- Experience delivering professional feedback and coaching.
- Experience identifying trends, performance gaps, and process-improvement opportunities.
- Experience working in a high-volume professional environment.
Warehouse QA experience by itself does not meet the requirements for this position. Key Skills
- Exceptional attention to detail
- Analytical and critical-thinking skills
- Strong written and verbal communication
- Professional coaching and feedback skills
- Data analysis and reporting
- Time management and organization
- Ability to manage multiple priorities
- Problem-solving
- Collaboration and teamwork
- Accountability
- Adaptability
- Customer-focused mindset
- Continuous improvement
Education Bachelor's degree in Business, Quality Management, or a related field preferred. Relevant professional Quality Assurance experience may also be considered based on the requirements of the position. Ideal Candidate The ideal candidate is someone who can review a high volume of interactions and data while remaining accurate, objective, consistent, and detail-oriented. Candidates should be comfortable identifying quality issues, documenting findings, discussing performance with team members and leadership, and helping improve overall service delivery. Important Candidate Requirement This is not a warehouse or manufacturing Quality Assurance position. Candidates should have QA experience involving areas such as customer service, call/chat monitoring, auditing, scorecards, performance evaluation, compliance, data reporting, or process quality.