Quality Assurance Specialist - Chat Monitoring (171522)
Job Description
Pay Rate: $19.00 per hour
Location: San Antonio, TX 78249
Schedule: Monday-Friday, 7:30 AM-4:30 PM CT (Hybrid schedule with remote work on Fridays only)
Assignment Dates: July 13, 2026 – July 12, 2027
Assignment Type: Temporary assignment with the opportunity for extension or conversion to a permanent position based on business needs and your performance in the role.
Interview Process: Team interview
Position Overview:
The 171522 Spec 1, Quality Assurance is responsible for ensuring that interactions, processes, and deliverables meet established quality standards. This role monitors, evaluates, and improves service quality while ensuring compliance with regulatory requirements and organizational standards. The ideal candidate is highly analytical, detail-oriented, and comfortable working in a fast-paced, high-volume environment.
Primary Responsibilities:
- Monitor and evaluate customer interactions for adherence to quality standards.
- Perform Quality Assurance evaluations using Microsoft Forms.
- Track, analyze, and report QA results.
- Communicate evaluation outcomes and provide coaching and performance feedback.
- Maintain quality assurance metrics and documentation.
- Develop and support quality assurance processes and guidelines.
- Collaborate with management and training teams to address performance gaps and improve service quality.
- Prepare and present detailed quality reports to leadership and stakeholders.
- Identify process improvement opportunities and recommend actionable solutions.
- Ensure compliance with regulatory requirements and quality standards.
- Support continuous improvement initiatives across operations.
Primary Time Allocation:
- 60%: Monitor and evaluate interactions for quality compliance.
- 15%: Collaborate with training teams and management to improve performance.
- 10%: Prepare and present quality reports.
- 10%: Identify and recommend process improvements.
- 5%: Develop and maintain quality assurance processes and guidelines.
Required Qualifications:
- Minimum of 2 years of experience in Quality Assurance or a similar role.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office applications and quality monitoring tools.
- Knowledge of regulatory compliance standards and quality assurance best practices.
- Ability to review large volumes of data and interactions while maintaining accuracy.
- Ability to prioritize multiple tasks in a fast-paced environment.
Preferred Qualifications:
- Bachelor's degree in Business, Quality Management, or a related field.
- Experience with Quality Assurance, auditing, or call/chat monitoring.
- Experience evaluating performance using scorecards.
- Experience tracking data, preparing reports, and delivering performance feedback.
- Experience using SAP, JDE, or i5 systems.
- HighRadius experience is a plus.
Technical Skills:
- Microsoft Excel
- Windows 10
- Microsoft 365 (Outlook)
- Microsoft Forms
- SAP (preferred)
- JDE (preferred)
- i5 (preferred)
- HighRadius (preferred)
Work Environment:
- Hybrid schedule with remote work on Fridays only.
- High-volume workload requiring accuracy, consistency, and strong organizational skills.
- Opportunity to contribute to process improvements and quality initiatives.
What You Should Know Before Applying:
- This is a hybrid position located in San Antonio, TX.
- Candidates must be available to work Monday through Friday from 7:30 AM to 4:30 PM Central Time.
- Strong experience with quality monitoring, evaluations, reporting, and coaching is highly preferred.
- Candidates should be comfortable analyzing data, communicating findings, and working collaboratively with cross-functional teams.
- Assignment extensions or permanent employment opportunities may be available based on business needs and performance.
Benefits:
- Benefits are available to full-time employees after 90 days of employment.
- A 401(k) with company match is available after 1 year of service.