Quality Assurance Coordinator

Role Overview

As a Quality Assurance Coordinator, you will ensure best-in-class quality assurance in a highly regulated environment. You will work closely with the Quality Assurance Supervisor to ensure that agent-member interactions, program documentation and processes, meet client requirements and compliance standards with respect to applicable regulations.

What You Will Do

Monitor agent/customer interactions, conduct audits, and participate in continuous improvement initiatives to meet or exceed client contractual quality commitments and enhance customer satisfaction. You will also analyze QA data and metrics to identify trends, root causes, and areas for improvement.

Why It Might Be a Fit

This role requires strong analytical and reporting skills, excellent communication and coaching skills, and a commitment to maintaining confidentiality and data security. You will work in a collaborative environment to uphold high performance standards and implement innovative quality solutions.

Requirements

• High school diploma or GED
• 2+ years of experience in call center quality assurance
• Experience in a BPO/outsourcing environment or high-volume contact center
• QA/Customer Service Certifications (e.g. COPC)
• Proficiency with call recording and quality management systems
• Working knowledge of call center telephony systems, CRM software, and workforce management tools

Benefits

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)