Quality Assurance Specialist

Bring Your Eye for Detail, Technical Savvy, and Quality Driven Mindset

At Goal Solutions, we’re elevating the consumer finance experience through smart technology, AI driven insights, and talented people who care about getting it right. The Quality Assurance Specialist plays a pivotal role in supporting operational excellence by ensuring accuracy, consistency, compliance, and service quality across inbound/outbound call center operations and back-office processing. This role blends traditional quality assurance review with data analytics and AI-powered insights to drive continuous improvement, reduce operational risk, and support coaching and development initiatives.

People stay at Goal Solutions because they can grow, contribute, and make a meaningful impact. We value reliability, curiosity, and people who take pride in doing things the right way.

Our Quality Assurance team ensures that every call, workflow, and customer interaction meets our high standards. You’ll combine human judgment with advanced AI evaluation tools to elevate performance, support compliance, and contribute to smarter, data driven decisions across the organization.

You’ll evaluate calls and back-office workflows, provide coaching, leverage AI tools for quality insights, manage reporting and trends, ensure compliance, and help strengthen overall service accuracy and performance.

• Deliver an accurate, fair, and consistent servicing experience for consumers and clients
• Strengthen operational quality through coaching, clarity, and actionable insights
• Reduce errors and risk exposure through proactive monitoring and high detail review work
• Improve decision making by enhancing the accuracy of both human and AI driven evaluations
• Support a culture that values precision, transparency, continuous improvement, and data driven excellence

• Evaluate inbound/outbound calls and back-office processing against established quality and compliance standards
• Conduct high-risk and complex quality reviews with heightened attention to detail
• Ensure adherence to internal policies, regulatory requirements, and client expectations
• Monitor and escalate customer complaints to ensure timely investigation and resolution within SLA requirements

• Provide clear, constructive, and actionable coaching feedback to frontline employees
• Partner with Supervisors and Compliance teams to address performance gaps
• Support development initiatives that improve employee quality performance
• Contribute to calibration sessions to ensure scoring consistency

• Compile detailed reporting on quality trends and performance metrics
• Conduct business unit analysis to identify systemic improvement opportunities
• Manage client-facing dashboards and quality summaries as needed
• Provide insights that support strategic decision-making
• Utilize AI technology and speech analytics platforms to analyze calls and back-office processes
• Validate AI-generated quality insights to ensure fairness, accuracy, and compliance
• Assist in building and refining automated QA rules, prompts, and scoring criteria
• Collaborate on quality system enhancements and automation initiatives

• Experience with call center software (e.g., Live Vox, CXONE/NICE, Maestro
  
  QA, or similar Quality Assurance platforms)
• Familiarity with speech analytics tools, ticketing systems (e.g., Zendesk), and AI driven evaluation platforms
• Strong analytical mindset with exceptional attention to detail and accuracy
• Ability to manage time effectively and meet deadlines in a fast-paced environment
• Clear, concise, and professional written and verbal communication skills
• Ability to work independently while collaborating with cross functional teams
• Strong critical thinking, sound judgment, and alignment with company ethics policies
• Proficiency in Microsoft Word, Excel, and Power Point

• High school diploma or GED required
• Experience in call center software platforms (e.g., Live Vox, NICE/CXone, Maestro
  
  QA or similar)
• Experience with speech analytics…