Quality Assurance Project Specialist

Intouch Insight•Lexington, KY

11d•Remote

About The Position

The Quality Assurance (QA) Project Specialist will play a vital role in supporting quality assurance efforts for high-value clients. This position combines project-specific quality assurance work, case management activities, and daily operational support for the QA Supervisor. The QA Project Specialist ensures that client deliverables are accurate, timely, and aligned with contractual and operational expectations. This role demands strong attention to detail, excellent project coordination skills, and a passion for continuous improvement in client experience and report quality.

Requirements

High school diploma required; post-secondary education preferred.
Adept with Information Systems and handling large scale data exports as well as processing and analyzing data.
Exceptional attention to detail and commitment to high-quality work.
Strong organizational and time-management skills, with the ability to prioritize and manage multiple projects simultaneously.
Professional communication skills, both written and verbal, with a customer-service mindset.
Comfortable working cross-functionally in a fast-paced environment.
Intermediate proficiency in Microsoft Excel and other office software.
Familiarity with Google Sheets and shared spreadsheet management.
Strong desire to learn, adapt, and contribute to a culture of continuous improvement.
Demonstrated reliability in meeting deadlines and managing cases or project timelines.

Responsibilities

Manage QA activities related to clients and high-value accounts, ensuring exceptional quality and adherence to program guidelines.
As requested by QA Supervisor, lead initial form testing and QA review during client onboarding to ensure accuracy and usability.
Review and manage escalations and cases requiring deeper investigation, working directly with shoppers, auditors, and internal teams to resolve issues.
Monitor and follow up on pending cases to maintain resolution timelines.
Proofread shops and audit reports for grammar, syntax, completeness, and compliance with client expectations.
Perform secondary quality assurance verifications to confirm accuracy before final client delivery.
Assist the QA Supervisor in managing editor workloads, dispatching assignments, tracking metrics, and approving invoices and timesheets.
Actively participate in Business Unit meetings to represent QA project work and provide insights from case management activities.
Identify opportunities to streamline QA processes and improve report quality and client satisfaction.
Assist in tracking and analyzing relevant KPIs, including QA turnaround times, editing times, and case resolution metrics.
Perform other related duties and projects as assigned to support the evolving needs of the QA department and client programs.