Spec 1, Quality Assurance

Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives. Influences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.

Job Title: Quality Assurance Specialist

Location: Tempe Arizona 85281


Job Description:
NEW - This is not a warehouse position. Candidates with QA experience in a warehouse environment do not qualify.
Shift: Monday Friday, 7: 30 AM 4: 30 PM CT (Hybrid only Friday)

Interview Process: Team interview

Key Technical Requirements:

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• Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
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• Preferred experience with SAP, JDE, i5;HighRadius is a plus
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Role Overview:

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• Perform QA evaluations using MS Forms
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• Track and report results, communicate outcomes, and provide feedback/coaching
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• Maintain QA metrics, support documentation, and contribute to process improvements
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Preferred Experience:

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• Quality Assurance, auditing, or call/chat monitoring
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• Performance evaluation using scorecards
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• Data tracking/reporting and feedback delivery
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Key Skills:

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• Attention to detail, communication, coaching, time management
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• Analytical thinking, collaboration, adaptability, accountability
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Additional Info:

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• High-volume workload requiring accuracy and consistency
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• Potential for assignment extension based on business needs
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JOB DESCRIPTION Summary - Main Purpose of the Position
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.
Primary Responsibilities and Duties
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%
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.