EO, Quality Assurance Specialist
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality Assurance Specialist based in the United States.
This role plays a key part in ensuring high-quality customer interactions within a fast-paced contact center environment focused on supporting healthcare operations. The Quality Assurance Specialist monitors, evaluates, and analyzes customer service calls to ensure compliance with established standards and best practices. You will provide actionable feedback that directly improves agent performance, service quality, and operational consistency. The position combines analytical thinking with hands-on coaching, helping teams continuously improve their communication and customer experience. You will collaborate closely with leadership to refine QA frameworks and drive process enhancements. This is a fully remote opportunity suited for professionals who enjoy data-driven improvement work and coaching others toward excellence. The environment is collaborative, mission-driven, and centered on service quality and continuous learning.
Accountabilities:
In this role, you will be responsible for ensuring consistent service quality across contact center operations by evaluating performance, generating insights, and supporting continuous improvement initiatives. You will conduct structured call monitoring, analyze QA data trends, and provide clear feedback to agents and leadership to strengthen service delivery and compliance standards. You will also contribute to training efforts, reporting, and calibration processes to align teams on quality expectations.
- Conduct detailed call monitoring and quality evaluations to assess agent performance and adherence to service standards
- Generate, update, and distribute accurate QA reports for leadership review and operational decision-making
- Analyze performance data and identify trends, gaps, and opportunities for improvement
- Provide constructive feedback and coaching insights to support agent development and service quality enhancement
- Facilitate QA training sessions and participate in ongoing agent coaching initiatives
- Lead and coordinate call calibration sessions to ensure consistency in evaluation standards
- Support cross-functional teams in resolving workflow issues such as locating missing or incomplete call records
- Contribute to continuous improvement initiatives and recommend process enhancements based on QA findings
- High school diploma or equivalent required; additional education is a plus
- 1–2 years of QA experience in a contact center environment, or 3+ years as a call center agent with strong performance exposure
- Strong understanding of call center workflows, QA processes, and performance metrics
- Experience with QA tools and systems (e.g., call monitoring platforms such as VoizTrails or similar)
- Ability to analyze data, identify trends, and translate findings into actionable recommendations
- Strong communication skills, including written reporting and verbal coaching
- Proficiency in Microsoft Office and general Windows-based systems
- Strong critical thinking, attention to detail, and problem-solving abilities
- Familiarity with HIPAA-related compliance standards is a plus
- Ability to work independently in a remote, structured, and performance-driven environment
- Competitive hourly compensation (aligned with experience and market standards)
- Fully remote work arrangement within the United States
- Opportunity to contribute to meaningful improvements in healthcare-related customer service operations
- Professional development opportunities in quality assurance and coaching
- Collaborative and supportive team environment
- Exposure to data-driven performance improvement initiatives
- Standard benefits package may include healthcare coverage, paid time off, and retirement options (depending on eligibility).
Requirements:
The ideal candidate brings experience in contact center environments, with a strong foundation in quality assurance, performance analysis, and customer service operations. You should be comfortable working with data, interpreting metrics, and communicating insights clearly to both agents and leadership teams. Strong interpersonal and coaching abilities are essential, along with the ability to manage time effectively and work independently in a remote setting.
Benefits:
QA & Testing pay context
Based on 760 disclosed QA & Testing salaries on RoleSuite, the role pays a median of $124K/year, with most offers between $98K and $161K (10th–90th percentile: $84K–$191K).
See the full QA & Testing salary breakdown →