Quality Assurance Specialist

Call Center Quality Assurance Specialist

🌟 Ready to make your mark? Join us onsite in Dallas, TX, as a QA Specialist and step into a role where your expertise drives excellence. Apply today and be part of a team that values growth, collaboration, and impact.

Work Setup: Onsite

Location: The Epic (Spaces), 2550 Pacific Avenue, Dallas, TX 75226

Employment Type: Full-Time

Schedule/

Hours:

Monday through Friday, 10:00 AM – 7:00 PM EST.

• Monitor, calibrate, and support quality standards established by the client and the organization
• Evaluate voice, email, and chat interactions against defined quality metrics, procedural requirements, and SOPs
• Review calls and transactions to ensure procedural accuracy, regulatory compliance, and policy adherence
• Utilize call monitoring software and quality tools to assess agent performance effectively
• Track and monitor agent punctuality, attendance, and timely call-ins
• Ensure agent compliance with company policies, procedures, and attendance standards
• Accurately document, track, and maintain quality evaluations and compliance findings
• Provide timely, constructive feedback to agents, highlighting strengths and areas for improvement
• Participate in coaching sessions and calibration meetings to ensure consistency in quality scoring and expectations
• Generate and present regular quality performance reports, trends, and key metrics
• Analyze quality data to identify gaps, recurring issues, and opportunities for process improvement
• Provide insights and recommendations to management to support continuous improvement initiatives
• Maintain a thorough understanding of company policies, procedures, quality standards, and regulatory requirements
• Ensure adherence to applicable regulations and industry best practices
• Focus coaching on teachable, process-driven tasks; specialized 401(k) expertise is not required
• Collaborate with team leaders and training teams to address identified performance trends and improvement needs
• Participate actively in team meetings and contribute to a positive, collaborative work environment
• Meet or exceed assigned quality and compliance-related KPIs
• Continuously improve product, service, and process knowledge through training and self-development
• Collaborate cross-functionally with other departments as needed
• Maintain a professional, empathetic, and positive attitude toward customers and colleagues at all times

• 1 year experience in quality assurance role or relevant experience
• Proven experience in a quality assurance role within a call center environment
• Strong understanding of call center metrics and quality assurance methodologies
• Excellent listening, analytical, and problem-solving skills
• Ability to provide constructive feedback and coaching
• Strong communication skills, both verbal and written
• Proficient in using computers, various software applications, and call monitoring tools

• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

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Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

Support Ninja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.