Quality Assurance Specialist, PT (call center)

Louisville Water Company•Louisville, KY

4h•Onsite

About The Position

The Call Center Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions within the call center and collections department. This role ensures that customer service agents and collection representatives adhere to established policies, scripting, service standards, and compliance requirements. The quality assurance specialist provides detailed feedback, identifies training opportunities, and partners with supervisors and trainers to support overall call center effectiveness and exceptional customer experience.

Requirements

High school diploma or equivalent
Three (3) years of experience in call center quality assurance.

Responsibilities

Monitor inbound and outbound calls, emails, and other customer interactions to assess adherence to quality standards and service expectations.
Utilize an AI quality coaching program to improve customer and agent experience.
Build and report on trends in the call center based on insights gathered from Quality Management tools.
Conduct regular quality evaluations using established scoring guidelines and documentation templates.
Provide clear, constructive, and timely feedback to supervisors, trainers, and staff on performance trends and opportunities for improvement.
Maintain accurate and organized QA records, scorecards, and documentation for reporting and audits.
Analyze quality assurance results to identify patterns, root causes, and areas requiring process or training enhancements.
Collaborate with supervisors, leadership, and training teams to support coaching plans, performance improvement initiatives, and new hire/on-going training needs.
Hold calibration sessions with the leadership team to ensure scoring consistency.
Identify process improvement opportunities to update SOPs and scripting, and knowledgebase revisions as needed.
Perform other duties as assigned.