The Quality Assurance Specialist ensures that all interactions, processes, and deliverables meet established quality standards. This position is designed to monitor, evaluate, and improve service delivery, ensuring compliance with regulatory requirements and enhancing customer, process, and stakeholder satisfaction.
Responsibility | % of Time |
Monitor and evaluate interactions for adherence to quality standards. | 60% |
Develop and implement quality assurance processes and guidelines. | 5% |
Collaborate with training teams and/or management to address performance gaps and improve service quality. | 15% |
Prepare and present detailed quality reports to management and stakeholders. | 10% |
Identify opportunities for process improvement and recommend actionable solutions. | 10% |
· Attention to Detail
· Collaboration
· Customer Focus
· Continuous Improvement
· Accountability
· Analytical Thinking
· Building Agent Rapport
Responsible for ensuring compliance with quality standards across QTC-NA operations. Provides input into quality strategy and influences process improvements.
Influences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.
Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives.
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.
· 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.