Quality Assurance Specialist Job Description We are seeking a Quality Assurance Specialist to join our team. In this role, you will be responsible for ensuring the highest quality standards in our operations. Your primary objective will be to identify and address any issues or defects that may impact our services. You will work closely with our teams to implement corrective actions and preventive measures to maintain our high standards. - Main Responsibilities: - Audit calls/interactions/transactions for aligned agents - Coach agents for performance improvement - Report performance for aligned span on a daily/weekly/monthly basis - Provide inputs, basis audits, for briefings and training need identification - Partner with TLs in leading Team Meetings for metric improvement - Participate in strategic projects for the campaign/LoB - Identify and escalate any potential quality issues per defined process - Isolate and report defects; verify defect fixes - Suggest process/system improvements based on common customer concerns - Accomplish other responsibilities assigned by management - Drive quality initiatives, contests and campaigns for the assigned span Required Skills and Qualifications - Bilingual Proficiency: Bilingual in English & Spanish with a minimum B2 proficiency in English. - Education: At least 2 years in college (BS or BA preferred) - Experience: Minimum of 1-year experience as Quality Analyst (preferred) - Technical Skills: Basic excel/google sheets skills - Problem-Solving Skills: Problem-solving skills - Familiarity with Quality Tools: Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc. Benefits At our organization, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a people-first culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within our organization. Others We believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. ],