Quality Assurance Specialist

Summary

Join Instant Teams' fully remote standby team and make a difference in disaster-affected communities. This mission-driven role offers the chance to contribute to national resilience and emergency response. We are hiring both full-time and part-time Quality Assurance Specialists. Early joiners will be on-call for national responses, providing immediate support when needed. The role requires U.S. citizenship due to federal contract mandates and involves performing quality reviews, providing coaching, preparing reports, and ensuring quality assurance is applied objectively. The position is fully remote, but specific locations are excluded.

Requirements

• 1+ years previous experience in quality assurance
• 1+ years of experience in Contact Center work
• High School Diploma; college degree preferred
• Knowledge of Microsoft/Google systems and procedures - Excel proficiency
• Working knowledge of tools, methods, and concepts of quality assurance
• Excellent data collection and analysis skills

Responsibilities

• Supports Operations and Training by providing quality reviews assessing processes and procedures that adhere to and align with Client expectations
• Assemble resultant findings from audits into coaching opportunities and provide guidance and coaching to teams, and work with leads to take corrective action if necessary
• Prepare reports as it relates to coaching and performance, best practice and learning activities
• Assist in planning and coordinating feedback to promote ongoing communication
• Assist to recognize, document suspected misconduct and process deviation when observed
• Ensure that Quality Assurance is applied in an independent, objective and neutral manner
• Identify training needs and work closely with the Skills Trainer if a trend arises
• Performing routine audits on customer facing employees and Team Leads
• Communicates changes to the quality assurance process to leadership, as well as the team members who are receiving the assessment/review
• Collaborates with and meet weekly with operations Leadership to insure expectations are being met
• Provides accurate and timely reports to departments, individuals and teams
• Provides ideas for process improvements to enhance process efficiency, quality and customer experience
• Distributes training feedback surveys to new hires upon training completion and analyze feedback results
• Attend calibration meetings with the client as requested
• Other duties as assigned

Preferred Qualifications

• Able to work comfortably in a fast paced environment
• Certificate in quality assurance
• Familiarity with military demographics

Benefits

Fully Remote