Quality Assurance Specialist

Job Summary

A company is looking for a Quality Assurance Specialist, Concierge to join their team.

Key Responsibilities

• Review member interactions across phone, email, and messaging to ensure compliance with quality standards
• Provide constructive feedback to associates and identify training needs for continuous improvement
• Analyze quality trends and create reports to inform leadership about performance and improvement opportunities

Required Qualifications

• Hands-on experience in customer service and quality assurance, preferably in a contact center
• Ability to assess support interactions and provide actionable feedback
• Experience with customer service metrics and their impact on team performance
• Familiarity with QA tools and ticketing systems, such as Zendesk
• Capacity to hold others accountable to quality standards consistently and fairly