Quality Assurance Specialist

Conduent•Remote, SC

7d•$31,920 - $39,990•Remote

About The Position

The Quality Assurance Specialist monitors, evaluates, and improves customer service performance across multiple programs. The role conducts quality evaluations, analyzes trends, identifies performance outliers, and partners with Operations leadership on continuous improvement. The specialist uses coaching and quality management practices to improve customer and employee experiences. The position is remote and includes virtual onboarding and training, with collaboration through Microsoft Teams and other enterprise communication tools. The schedule is Monday through Thursday, 8:00 AM–6:00 PM CST. Pay is listed as $21.56 per hour; the posting notes that this may be below the applicable state minimum wage. The estimated salary range is $31,920–$39,990, and the position may be eligible for a bonus or incentive based on business need. Conduent offers health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off or vacation and/or sick time. Actual salaries may vary based on factors including location, experience, and performance.

Requirements

Strong proficiency in Microsoft Excel.
Experience conducting quality reviews, audits, or performance evaluations.
Demonstrated analytical and problem-solving skills, including root cause analysis.
Ability to manage multiple priorities in a fast-paced environment.
Strong verbal and written communication skills.
Ability to work independently in a remote environment.

Nice To Haves

Previous leadership, mentoring, or coaching experience.
Experience within customer service, contact center, healthcare support services, or related environments.
Familiarity with quality management methodologies and performance improvement practices.

Responsibilities

Conduct quality evaluations and audits of customer interactions to ensure compliance with client and company standards.
Analyze quality data and performance trends to identify opportunities for operational improvement.
Perform root cause analysis on quality defects and recurring performance issues.
Identify performance outliers and collaborate with Operations leaders to develop corrective action plans.
Deliver constructive coaching and feedback to improve agent performance and customer experience outcomes.
Create and maintain quality reports, dashboards, and performance summaries using Excel and related tools.
Participate in calibration sessions to ensure scoring consistency and alignment with quality standards.
Monitor adherence to established quality processes, policies, and client requirements.
Support continuous improvement initiatives through data-driven recommendations.