Quality Assurance Specialist About Our Team: We are a dynamic team of professionals dedicated to delivering exceptional quality and excellence in our work. As a Quality Assurance Specialist, you will play a crucial role in ensuring that our solutions meet the highest standards of quality, reliability, and performance. Job Description: - Audit calls/interactions/transactions for aligned agents to identify areas for improvement. - Coach agents on performance improvement techniques and provide feedback to enhance their skills. - Report daily, weekly, and monthly performance metrics to stakeholders and track progress towards goals. - Provide inputs for briefings and training needs identification based on audit findings. - Partner with team leaders to lead team meetings and drive metric improvement initiatives. - Participate in strategic projects to drive business growth and campaign success. - Identify and escalate potential quality issues per defined process and isolate defects for verification. - Suggest process/system improvements based on customer concerns and accomplish other responsibilities assigned by management. - Drive quality initiatives, contests, and campaigns to enhance overall quality and employee engagement. - Stay updated on knowledge and serve as a subject matter expert for the team. Requirements: - Bilingual in English & Spanish with a minimum B2 proficiency in English. - At least 2 years in college (BS or BA preferred). - Minimum of 1-year experience as a Quality Analyst (preferred). - Basic Excel/Google Sheets skills and problem-solving abilities. - Knowledge of basic quality tools such as cause and effect, histogram, correlation, etc. Benefits: - Competitive industry salaries and comprehensive benefits packages. - Inclusive environment and positive impact on the community. - Internal mobility and professional growth opportunities at all stages of an employee's career. Personality Traits: - Clear thought process and ability to articulate ideas effectively. - Highly conscientious and diligent with a proactive approach to problem-solving. Our Commitment: We believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. If you need reasonable accommodations in any part of the hiring process, please let us know.