Quality Assurance Specialist needed in Covington, GA (Hybrid - onsite Mon- Thurs, remote Friday). This is an office/contact-center QA role, not a warehouse position - monitors and evaluates interactions and processes to ensure quality, compliance, and service standards are met.
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- Monitor and evaluate interactions for adherence to quality standards (majority of role time)
- Perform QA evaluations using MS Forms; track, report, and communicate results
- Collaborate with training teams/management to address performance gaps and improve service quality
- Prepare and present detailed quality reports to management and stakeholders
- Identify process improvement opportunities and recommend actionable solutions
- Provide feedback/coaching based on evaluation outcomes
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- 1- 5 years - 2+ years of QA or similar experience preferred; QA/auditing/call-chat monitoring background preferred
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- Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
- Experience with SAP, JDE, i5 preferred; HighRadius a plus
- Strong analytical and problem-solving skills
- Attention to detail, communication, and coaching ability
- Time management and self-starter mindset
- Ability to manage multiple priorities in a fast-paced, high-volume environment