Quality Assurance Specialist
21.56/hour, which may be below your state's minimum wage. The Quality Assurance Specialist is responsible for monitoring, evaluating, and improving customer service performance across multiple programs. This role conducts quality evaluations, analyzes trends, identifies performance outliers, and partners closely with Operations leadership to drive continuous improvement initiatives. The ideal candidate is detail-oriented, analytical, and passionate about improving both customer and employee experiences through effective coaching and quality management practices.
Conduct quality evaluations and audits of customer interactions to ensure compliance with client and company standards.
Analyze quality data and performance trends to identify opportunities for operational improvement.
Perform root cause analysis on quality defects and recurring performance issues.
Identify performance outliers and collaborate with Operations leaders to develop corrective action plans.
Deliver constructive coaching and feedback to improve agent performance and customer experience outcomes.
Create and maintain quality reports, dashboards, and performance summaries using Excel and related tools.
Participate in calibration sessions to ensure scoring consistency and quality standard alignment.
Monitor adherence to established quality processes, policies, and client requirements.
Support continuous improvement initiatives through data-driven recommendations.
Strong proficiency in Microsoft Excel.
Experience conducting quality reviews, audits, or performance evaluations.
Demonstrated analytical and problem-solving skills, including root cause analysis.
Ability to work independently in a remote environment.
Previous leadership, mentoring, or coaching experience.
Experience within customer service, contact center, healthcare support services, or related environments.
Familiarity with quality management methodologies and performance improvement practices.
Ability to influence positive performance outcomes through coaching and collaboration.
Effective partnership with Operations leadership.
Data-driven decision-making and analytical thinking.
Commitment to delivering exceptional customer experiences.
Remote work environment.
Virtual onboarding and training.
Collaboration through Microsoft Teams and other enterprise communication tools.
For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.