Offer summary

Qualifications:

Prior experience in quality assurance, coaching, or auditing, preferably in debt relief or customer service industries., Exceptional attention to detail and strong analytical skills., Excellent verbal and written communication skills in both English and Spanish., Proficient in CRM platforms and quality assurance software..

Key responsibilities:

Conduct comprehensive reviews of client interactions to ensure compliance and service excellence.

Provide actionable feedback to team members and management for performance enhancement.

Identify trends and training needs based on audit findings.

Collaborate with leadership to develop quality assurance standards and improve operational processes.

Job description

This is a remote position.

Schedule:

Monday to Thursday: 8:00 a.m. – 5:00 p.m. Pacific Time (San Diego, CA) Includes a 30-minute unpaid lunch break and two 15-minute paid breaks
Friday: 8:00 a.m. – 3:00 p.m. Pacific Time (San Diego, CA)Includes a 60-minute unpaid lunch break and one 15-minute paid break
Paid Hours per Week: 40 hours

Role Overview The Quality Assurance Specialist is responsible for ensuring that all client interactions meet company's high standards of service, compliance, and professionalism. This role is integral to maintaining operational excellence by auditing, analyzing, and providing constructive feedback. The Quality Assurance Specialist collaborates closely with leadership and training teams to identify trends, support process improvements, and uphold regulatory standards.

Key Responsibilities

Conduct comprehensive reviews of client interactions, including telephone calls, emails, CRM documentation, and text communications, to ensure accuracy, compliance, and service excellence.
Evaluate employee adherence to company policies, program guidelines, and applicable regulations.
Provide timely, objective, and actionable feedback to team members and management, aimed at performance enhancement and client satisfaction.
Identify recurring trends, performance gaps, and training needs based on audit findings.
Maintain detailed and accurate audit records, scoring reports, and feedback documentation.
Participate actively in calibration sessions to ensure scoring consistency and maintain alignment across the QA department.
Collaborate with leadership and training personnel to develop and refine quality assurance standards, coaching tools, and training materials.
Assist in the continuous improvement of operational processes to enhance efficiency, service delivery, and compliance.
Ensure strict confidentiality and integrity in handling sensitive client and employee information.

What We’re Looking For:

Prior experience in quality assurance, coaching, auditing, or a related field, preferably within debt relief, financial services, or customer service industries.
Exceptional attention to detail, analytical skills, and problem-solving capabilities.
Excellent verbal and written communication skills with the ability to deliver clear, concise, and constructive feedback.
Ability to remain impartial, consistent, and objective in evaluating employee performance.
Proficient in utilizing CRM platforms, call monitoring systems, and quality assurance software.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Demonstrated professionalism, discretion, and commitment to confidentiality.
Bilingual English/Spanish proficiency

Preferred Experience

1-3 years of relevant quality assurance or auditing experience in a call center or client services environment.
Working knowledge of the debt relief industry, financial services, or related regulatory requirements.