Quality Specialist

Prosper•Phoenix, AZ

6d•Hybrid

About The Position

The Quality Specialist is a self-motivated and detail-oriented individual responsible for evaluating customer interactions across multiple lines of business. The ideal candidates will have strong critical thinking skills and the ability to provide fair and accurate analysis of call center interactions. This role will play a key part in maintaining quality and compliance standards, identifying opportunities for process improvements, objective coaching feedback, and supporting potential AI model training initiatives from a quality perspective. To be successful in this role, you'll need effective prioritization, organization, and time management skills with a focus on accuracy. Most importantly, we are looking for a team-oriented individual who brings curiosity, accountability, and a passion for quality. This position focuses primarily on production-based quality activities and foundational compliance support, while providing opportunities to develop skills for advanced quality and analytical roles.

Requirements

Strong attention to detail with the ability to spot inconsistencies and ensure accuracy in every task.
Critical thinking skills with a normal curiosity to ask â€˜Whyâ€™.
Self-starter who can work independently and with ambiguity.
Ability to manage time effectively and prioritize tasks in a fast-changing environment.
Comfortable with change and able to pivot quickly with changing priorities.
Basic proficiency in Microsoft Excel and or Google Sheets.
Clear and professional written communication skills.
2 years experience in call center quality or related role preferred.

Responsibilities

Monitor and evaluate customer interactions, (calls, chats, emails, etc.) across multiple lines of business to ensure adherence to quality and compliance standards.
Complete evaluations of a specified number of interactions per line of business to support overall quality performance metrics. Meet established productivity, accuracy, and quality performance targets.
Provide professional and constructive feedback on trends, strengths, and areas of opportunity within the feedback delivered. Escalate issues per established protocols
Support and provide commentary to calibration and learning sessions to ensure alignment and consistency in scoring based on current guidance and best practices.
Contribute to the continuous improvement of quality assurance guidelines, scorecard, and documentation by pointing out potential gaps and inconsistencies.
Support special projects or other quality-related tasks as assigned by management.