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SupportNinja · 5 hours ago

Call Center Quality Assurance Specialist

Dallas, TX

Full-time

Onsite

Entry Level

1+ years exp

SupportNinja is a company focused on growth, collaboration, and impact. They are seeking a Quality Assurance Specialist to monitor and support quality standards, evaluate interactions, and provide feedback to agents to drive excellence in service delivery.

Business IntelligenceManagement Information SystemsOutsourcing

Responsibilities

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

Qualification

Quality assurance experienceCall center metricsCall monitoring toolsAnalytical skillsCommunication skillsCoaching abilityComputer proficiencyProblem-solving skills