Quality Assurance Specialist

Overview

Join Harte Hanks as a Quality Assurance Specialist. Harte Hanks (NASDAQ: HHS) is a global CX leader that partners with clients to deliver data‑driven insights and seamless program execution. With over 2,500 employees in the U.S., Europe and Asia Pacific, Harte Hanks focuses on Customer Care, Inside Sales, Fulfillment, Logistics and Marketing Services.

• Objectively monitor, score and coach agents to meet internal and external quality standards.
• Accurately record, analyze data and identify trends, training gaps and call drivers; communicate findings to the appropriate departments.
• Build strong partnerships with Training and Operations to create and implement quality initiatives that improve overall program and agent level quality.
• Lead quality coaching sessions with agents in partnership with the Operations Supervisor Team.
• Analyze quality results to develop and manage improvement projects in collaboration with Training and Operations.
• Facilitate or co‑lead internal and external calibration sessions.
• Maintain close relationships with Account Management, Operations and Training to ensure the overall Quality Assurance Program is effective.
• Participate in QA reward and recognition programs to reinforce company, Quality Department and client expectations.

• High school diploma; must read and write English.
• Minimum six (6) months contact/call center experience.
• Strong background in Quality Assurance programs preferred.
• Demonstrated ability to coach agents to meet quality goals.
• Excellent organizational, leadership and interpersonal skills.
• Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook).
• Typing 30 wpm minimum; strong listening and comprehension skills.
• Ability to work in a dynamic, fast‑paced environment and maintain confidentiality.

• Group Health and Wellness (Medical, Dental, Vision)
• Health Savings Account (HSA)
• Educational Assistance
• 401(k) plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance and voluntary plans, including critical illness, accident and hospitalization
• Employee discount programs and more

Harte Hanks is committed to creating a diverse and inclusive culture and is an equal opportunity employer.