Contact Center QA Specialist - Remote

Overview

The Contact Center Quality Assurance Specialist role monitors and evaluates call, email, and text interactions between representatives and customers to identify areas of improvement and provide actionable feedback to various departments to enhance performance and maintain a high level of service standards.

In Short

• Monitor call, text, and email interactions for quality assurance.
• Provide actionable feedback to improve performance.
• Deliver professionally written reviews and reports.
• Participate in quality calibration and training.
• Assist with other duties as assigned.

Requirements

• Strong listening and reading skills with attention to detail.
• Analytical and problem-solving abilities.
• Ability to provide actionable written feedback.
• Effective verbal and written communication skills.
• Commitment to supporting representative development.
• Adaptability to changing priorities in a fast-paced environment.
• Effective time management skills.
• Excellent interpersonal and relationship management skills.
• Ability to work independently and be self-motivated.

Benefits

• Opportunity to work in a technology-driven company.
• Engagement with a mission-driven nonprofit.
• Professional development opportunities.
• Collaborative work environment.