Call Center QA Representative
Job Description
NOW HIRING: Call Center QA Representative
Pay: $19.00/hour
Schedule: Monday–Friday, 7:30 AM–4:30 PM CT (Remote on Fridays)
Location: Onsite in San Antonio; Remote on Fridays
Overview
This is NOT a warehouse or manufacturing Quality Assurance position.
We are looking for candidates with contact center Quality Assurance experience, including reviewing and monitoring customer phone calls, emails, and/or chat interactions for quality and performance.
Candidates whose QA experience is mainly in manufacturing, warehouse, production, or product quality will not qualify.
Job Responsibilities:
As a Quality Assurance Specialist, you will review customer service interactions to make sure employees are following quality standards and providing a good customer experience.
- Listen to and review customer service calls and evaluate email or chat interactions.
- Complete quality evaluations and scorecards using Microsoft Forms.
- Track QA scores, results, and performance data.
- Provide clear feedback and coaching based on evaluation results.
- Prepare quality reports and share results with leadership.
- Identify performance issues and areas where service can be improved.
- Work with training teams and management to improve employee performance and service quality.
- Maintain accurate QA records and documentation.
- Handle a high-volume workload while maintaining accuracy and consistency.
Qualifications:
- Contact center or call center Quality Assurance required
- Call, email, and/or chat monitoring required
- Quality audits and employee performance evaluations
- Using QA scorecards to evaluate performance
- Providing feedback or coaching
- Tracking data and preparing reports
- Microsoft Excel
- Windows 10
- Microsoft 365, including Outlook
This is a great opportunity for someone with call center/contact center QA experience who enjoys reviewing customer interactions, tracking performance, and helping teams improve service quality.
Apply TODAY or Contact Recruiter for next steps....
Alliston Brown | 586-710-7944 | alliston@alinestaffing.com