Quality Assurance Spec 1

Job OverviewJoin our team in Tempe, AZ, where you'll have the opportunity to contribute to a dynamic work environment as a Quality Assurance Specialist. This hybrid role requires you to be in the office 4 days a week, allowing you to collaborate closely with your team while enjoying the flexibility of remote work. Work hours are from 7:30 am to 4:30 pm AZ time, with the potential for extension based on business needs.Key ResponsibilitiesMonitor 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 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).Typical DayQA Agents independently complete evaluations using MS Forms, track results in the QA tracker, and communicate outcomes to agents and supervisors. They respond to questions or feedback, update weekly QA metrics, and hold feedback sessions for agents below target. They also support documentation and continuous improvement of QA practices, along with other assigned duties.Preferred BackgroundPrior Quality Assurance, auditing, or call/chat monitoring experience.Experience evaluating performance against defined standards or scorecards.Familiarity with Microsoft tools (Excel, PowerPoint, Forms) and data tracking/reporting.Experience providing feedback or coaching to employees.Exposure to process improvement or documentation practices is a plus.Ability to manage high volumes of work with accuracy and consistency.Priority Soft SkillsAttention to DetailCommunication SkillsCoaching & Feedback DeliveryTime Management/Self StarterCollaborationAnalytical ThinkingAdaptabilityAccountabilityCore CompetenciesAttention to DetailCollaborationCustomer FocusContinuous ImprovementAccountabilityAnalytical ThinkingBuilding Agent RapportScope of ResponsibilityResponsible for ensuring compliance with quality standards across QTC-NA operations. Provides input into quality strategy and influences process improvements.Sphere of InfluenceInfluences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.Impact on Business ResultsDirectly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives.Essential FunctionsAbility 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.KSA Requirements (Knowledge, Skills, and Abilities)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.