Full Description

🌟 Ready to make your mark? Join us onsite in Dallas, TX, as a QA Specialist and step into a role where your expertise drives excellence. Apply today and be part of a team that values growth, collaboration, and impact.

WORK SETUP: ONSITE

LOCATION: THE EPIC (SPACES), 2550 PACIFIC AVENUE, DALLAS, TX 75226

EMPLOYMENT TYPE: FULL-TIME

Schedule/Hours: Monday through Friday, 10:00 AM – 7:00 PM EST.

What does a day in the life of a Quality Assurance Specialist look like?

• Monitor, calibrate, and support quality standards established by the client and the organization
• Evaluate voice, email, and chat interactions against defined quality metrics, procedural requirements, and SOPs
• Review calls and transactions to ensure procedural accuracy, regulatory compliance, and policy adherence
• Utilize call monitoring software and quality tools to assess agent performance effectively
• Track and monitor agent punctuality, attendance, and timely call-ins
• Ensure agent compliance with company policies, procedures, and attendance standards
• Accurately document, track, and maintain quality evaluations and compliance findings
• Provide timely, constructive feedback to agents, highlighting strengths and areas for improvement
• Participate in coaching sessions and calibration meetings to ensure consistency in quality scoring and expectations
• Generate and present regular quality performance reports, trends, and key metrics
• Analyze quality data to identify gaps, recurring issues, and opportunities for process improvement
• Provide insights and recommendations to management to support continuous improvement initiatives
• Maintain a thorough understanding of company policies, procedures, quality standards, and regulatory requirements
• Ensure adherence to applicable regulations and industry best practices
• Focus coaching on teachable, process-driven tasks; specialized 401(k) expertise is not required
• Collaborate with team leaders and training teams to address identified performance trends and improvement needs
• Participate actively in team meetings and contribute to a positive, collaborative work environment
• Meet or exceed assigned quality and compliance-related KPIs
• Continuously improve product, service, and process knowledge through training and self-development
• Collaborate cross-functionally with other departments as needed
• Maintain a professional, empathetic, and positive attitude toward customers and colleagues at all times