Quality Assurance Specialist

Sorenson Communications•Salt Lake City, UT

17h

About The Position

The Quality Assurance Specialist is a highly motivated professional with a strong passion for ensuring exceptional customer experiences across all touchpoints. This role plays a key part in upholding quality standards within the organization’s Quality Assurance team. Primary responsibilities include performing specialized quality-related functions such as reviewing and managing customer complaints and compliments, participating in direct customer interactions, compiling and organizing data, analyzing performance trends, and conducting research to identify opportunities for improvement. The specialist will collaborate cross-functionally with other departments to ensure alignment, drive continuous improvement initiatives, and support a culture of accountability and excellence. This position requires strong analytical skills, attention to detail, effective communication, and the ability to translate insights into actionable recommendations that enhance the overall customer experience. Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing! Full time Benefits Paid Vacation Time and Paid Sick Time and Paid Holidays 401k 6% match with immediate vesting Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) TeleDoc HSA company match 3 Medical plan options including a Low Deductible PPO Medical Plan Offering Employee Assistance Program Engaged Employee Resource Groups Outstanding Learning and Career Development Opportunities Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role

Requirements

Must be familiar with Microsoft Office including Excel, Word and Outlook.
Must be familiar with using a database or Customer Relationship Management software.
Must be comfortable and experienced in using the telephone to make outbound calls.
Must be able to sit at a desk for long periods of time
Must be able to communicate effectively through telephone, email and other written communication.
Must be comfortable communicating with Outreach and Management teams
Minimum 4 Year / Bachelors Degree or 5 years customer facing experience.

Responsibilities

Perform unbiased quality assurance audits for CaptionCall and VRS teams.
Document quality assurance activities, such as observations and test calls.
Analyze report findings and consult with department management on corrective procedures.
Gather and organize statistical data.
Inspect data to detect areas of improvement or change.
Interface with other departments focusing on quality assurance initiatives.
Support requests for support from other departments.
Support the development of quality assurance initiatives.
Prepare evaluation reports and submit them to department manager.
Execute all quality assurance procedures properly, quickly, and efficiently.
Acquire working knowledge of quality assurance programs.
Train and support personnel from within the team and from other departments.
Other duties as assigned.

Benefits

Paid Vacation Time
Paid Sick Time
Paid Holidays
401k 6% match with immediate vesting
Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
TeleDoc
HSA company match
3 Medical plan options including a Low Deductible PPO Medical Plan Offering
Employee Assistance Program
Engaged Employee Resource Groups
Outstanding Learning and Career Development Opportunities