Quality Assurance - (QA Call Center)
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Overview
Job Description
Job Summary
Quality Assurance - (QA Call Center)
Full-time, Contract
In-Office | E Hartford, CT, United States
Monday to Friday; 8am - 5pm, some overtime may be needed
Hourly pay: $22.40 paid weekly
Long-term contract; potential to convert to a permanent role.
The Opportunity
This role will report to the QA Supervisor. In this position, you will conduct quality reviews. You will also identify issues and trends to improve the service calls and operational focus.
Responsibilities
Conduct QA testing, reviews and audits for call center interactions to ensure quality standards.
Monitor call pipelines and performance metrics to identify improvement opportunities.
Tracks quality monitoring and data management; compiling and updating data information.
Maintains and works towards meeting or exceeding quality scores.
Provide timely feedback to agents and share best practices to raise quality.
Interpret customer feedback data to inform process enhancements.
Collaborate with operations to implement QA-driven process improvements.
Document QA findings, create concise reports, and track remediation status.
Ensure compliance with regulatory and company-specific quality policies.
Assist in developing and updating QA playbooks and evaluation criteria.
Support onboarding and continuous training programs for new and existing agents.
Identify trends in root causes of defects and propose preventive measures.
Participate in daily/weekly QA meetings to share insights and align on targets.
Utilize data dashboards to forecast QA outcomes and inform staffing needs.
Experience/Qualifications
Minimum 2-3 years QA/quality assurance for call center environments.
Experience with call center metrics and dashboards.
Degree preferred; experience in Government services to consumers; healthcare ie: Medicaid or CHIP is a definite asset.
Types a minimum of 30 wpm.
Ability to conduct audits, provide actionable feedback, and coaching to agents.
Strong familiarity with QA playbooks, evaluation criteria, and remediation tracking.
Excellent coummunicaton skills as well as strong computer skills.
Proficiency in data interpretation from customer feedback to drive process improvements.
Knowledge of regulatory and company quality policies, with compliance focus.
Collaboration skills to partner with Operations and Training on improvements.
Strong documentation skills; create concise QA reports and track remediation status.
Proactive learner mindset; demonstrated growth and readiness for advancement.
On-site (onsite) work readiness and ability to adapt to fast-paced growth environment.
Must be able to undergo and pass a background check and drug screen.
English/Spanish bilingual preferred.
Able to work in a fast-paced environment; overtime may be required days, evenings and some weekends.
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