Consumer Cellular, Inc. · 3 hours ago
Quality Specialist Senior
United States-Arizona-Scottsdale9363 E Bahia Dr
Full-time
Onsite
Mid, Senior Level
$52K/yr - $68K/yr
3+ years expConsumer Cellular, Inc. is a wireless provider built for Americans 50+, trusted by over 4 million subscribers. The Senior Quality Specialist serves as the operational backbone of the Quality Assurance function, focusing on calibration governance, quality documentation systems, and cross-functional quality initiatives to ensure consistency and continuous improvement of the QA program.
MobileRetailService IndustryTelecommunicationsWireless
Responsibilities
Own end-to-end calibration governance, including scheduling, interaction sourcing, attendance tracking, evaluation reconciliation, and documentation
Facilitate site-wide, specialist-group, leader, and senior leader calibrations to ensure scoring consistency and alignment with quality standards
Audit Quality Specialist evaluations (“Audit the Auditor”) to identify scoring drift, training gaps, or process issues
Manage manual evaluation form reporting and deletion to ensure data integrity
Own and manage the Public Quality SharePoint page, including functionality, structure, and ongoing maintenance
Partner with Internal SharePoint stakeholders to ensure alignment between internal and public-facing QA resources
Ensure accuracy and upkeep of How-To guides, SOPs, parking lot question repositories, and discussion board calibration analysis
Lead Quality team SOP housekeeping and documentation audits
Lead deep-dive quality analyses by creating data sheets, synthesizing findings, and identifying root causes
Form, manage, and communicate with Quick Action Teams based on data-driven findings
Work with Quality leaders to deliver executive-ready summaries with actionable recommendations and follow-up tracking
Manage recurring reports such as weekly billing redaction and evaluation form reconciliation
Lead or co-lead QA projects, including: Knowledge Base updates, Micro-lesson proposals, Appeal process execution and tracking, IT ticketing related to CXone Coaching/QM, Audio library management and audio-clip creation
Ensure projects are delivered on time, documented, and aligned with quality standards
Conduct targeted call reviews for executive escalations, high-risk issues, or specialty groups
Partner with QA Specialists assigned to specialty lines of business to ensure alignment and consistency
Serve as a mentor and subject matter expert for Quality Specialists
Partner on development initiatives, project coaching, and skill-building efforts
Support care development initiatives, including curated learning paths and LMS Learning resources
Qualification
Required
3–5+ years QA experience in a contact center environment
Demonstrated leadership without direct people management
Strong calibration facilitation and audit experience
Advanced data analysis and reporting skills
SharePoint and documentation governance experience
Ability to manage multiple concurrent initiatives
Benefits
Medical insurance (98% company-paid for full-time employee only coverage)
Dental and Vision insurance (100% company-paid for full-time employee only coverage)
401(k) company match of 100% up to 6% of your pay
Discounted Consumer Cellular wireless phone plan for employees
Paid Time Off (PTO) available following a 30-day waiting period*
6 company-paid holidays plus 16 hours of floating holiday accrual per year
Flexible Spending Accounts (FSA) for health care and dependent care expenses
Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
Long-Term Disability insurance (100% company-paid)
Employee Assistance Program (100% company-paid)
Education reimbursement
Employee rewards program
Company
Consumer Cellular, Inc.
Consumer Cellular has more than four million customers nationwide and is a top-rated wireless provider that markets no-contract cellphones and service plans primarily to those 50-plus.
1001-5000 employees
H1B Sponsorship
Consumer Cellular, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (3)
Funding
Current Stage
Late StageTotal Funding
$4.12BKey Investors
HPS Investment Partners
2025-05-21Private Equity· $525M
2025-05-21Debt Financing· $3.6B
2020-12-17Private Equity
Leadership Team
John Marick
Co-Founder & CEO
Elizabeth Hunter
Chief Operating Officer
Recent News
2025-11-03
2025-09-13
Company data provided by crunchbase