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Quality Assurance Spec 1

Lancesoft

Tempe, AZ

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JOB DETAILS
SALARY
$17
SKILLS
Address Management, Analysis Skills, Auditing, Best Practices, Call Monitoring, Coaching, Communication Skills, Continuous Improvement, Cross-Functional, Customer Relations, Customer Satisfaction, Detail Oriented, Documentation, Interpersonal Skills, Maintain Compliance, Metrics, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Product Family, Multitasking, Operational Strategy, Performance Management, Problem Solving Skills, Process Improvement, Quality Assurance, Quality Assurance Methodology, Quality Management, Quality Metrics, Quality Monitoring, Regulatory Compliance, Reporting Skills, Scorecarding, Service Delivery, Standards Development, Time Management, Work From Home
LOCATION
Tempe, AZ
POSTED
5 days ago
Job Overview
Join our team in Tempe, AZ, where you'll have the opportunity to contribute to a dynamic work environment as a Quality Assurance Specialist. This hybrid role requires you to be in the office 4 days a week, allowing you to collaborate closely with your team while enjoying the flexibility of remote work. Work hours are from 7: 30 am to 4: 30 pm AZ time, with the potential for extension based on business needs.
Key Responsibilities
  • Monitor and evaluate interactions for adherence to quality standards (60% of time).
  • Develop and implement quality assurance processes and guidelines (5% of time).
  • Collaborate with training teams and management to address performance gaps and improve service quality (15% of time).
  • Prepare and present detailed quality reports to management and stakeholders (10% of time).
  • Identify opportunities for process improvement and recommend actionable solutions (10% of time).
Typical Day
QA Agents independently complete evaluations using MS Forms, track results in the QA tracker, and communicate outcomes to agents and supervisors. They respond to questions or feedback, update weekly QA metrics, and hold feedback sessions for agents below target. They also support documentation and continuous improvement of QA practices, along with other assigned duties.
Preferred Background
  • Prior Quality Assurance, auditing, or call/chat monitoring experience.
  • Experience evaluating performance against defined standards or scorecards.
  • Familiarity with Microsoft tools (Excel, PowerPoint, Forms) and data tracking/reporting.
  • Experience providing feedback or coaching to employees.
  • Exposure to process improvement or documentation practices is a plus.
  • Ability to manage high volumes of work with accuracy and consistency.
Priority Soft Skills
  • Attention to Detail
  • Communication Skills
  • Coaching & Feedback Delivery
  • Time Management/Self Starter
  • Collaboration
  • Analytical Thinking
  • Adaptability
  • Accountability
Core Competencies
  • Attention to Detail
  • Collaboration
  • Customer Focus
  • Continuous Improvement
  • Accountability
  • Analytical Thinking
  • Building Agent Rapport
Scope of Responsibility
Responsible for ensuring compliance with quality standards across QTC-NA operations. Provides input into quality strategy and influences process improvements.
Sphere of Influence
Influences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.
Impact on Business Results
Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives.
Essential Functions
Ability to review large volumes of data and interactions, prepare reports, and communicate findings effectively. Must be able to work in a fast-paced environment and manage multiple priorities.
KSA Requirements (Knowledge, Skills, and Abilities)
  • Bachelor’s degree in Business, Quality Management, or related field preferred.
  • 2 years of experience in quality assurance or similar role.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in MS Office and quality monitoring tools.
  • Knowledge of regulatory compliance standards and best practices.

About the Company

L

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/

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