Quality Assurance Specialist

We are seeking an individual passionate about coaching and collaborating with team members to deliver meaningful user experiences. The Quality Assurance Specialist role focuses on bridging knowledge gaps, creating awareness of available resources, and working collaboratively with team members to establish personalized goals for continuous improvement - all to provide outstanding service that enhances user satisfaction while mitigating business risks. If you enjoy addressing significant challenges and making a meaningful impact on people's lives, come join us!

Responsibilities

• Review ticket, chat, and email interactions daily and provide clear, constructive written feedback to team members.
• Provide relevant guidance, support, and encouragement to reinforce quality standards and continuous improvement.
• Track and maintain individual quality assurance (QA) scores, evaluation checklists, and performance trends.
• Evaluate team members’ interactions with users to ensure adherence to established processes, accuracy of information, and a positive user experience.
• Collaborate with team leaders to ensure team members receive appropriate coaching and feedback, and provide QA findings to support performance reviews.
• Identify and present quality trends and recommendations for improving systems, processes, and procedures to enhance service quality, operational efficiency, and the user experience.
• Maintain a comprehensive working knowledge of relevant policies, procedures, products, and services.
• Perform other tasks and duties as assigned.

Skills

• At least 2 years of Help Desk and/or quality assurance (QA) experience.
• Proficiency in Microsoft Office, Google Workspace, or comparable productivity and collaboration tools.
• Ability to adapt feedback and coaching to different personalities, learning styles, goals, and strengths.
• Clear, constructive written and verbal communication skills that encourage collaboration, professional growth, and partnership.
• Strong listening and problem-solving skills.
• Ability to adapt to changing processes, priorities, and business needs.
• A positive, professional, and supportive approach to working with others.
• Ability to understand and explain the reasoning behind quality standards, processes, and recommended improvements.
• Accountability for the quality, accuracy, and timely completion of assigned work.
• Strong attention to detail when reviewing interactions, documenting findings, and tracking QA results.
• Demonstrated ability to consistently meet or exceed performance expectations.
• Ability to take initiative, manage priorities, and work independently with minimal supervision.