Specialist, Contact Center Quality Assurance (bilingual - Spanish)

Reporting to the Manager, QA & Speech Analytics, the QA Specialist is responsible for assessing the contact center representative’s call quality, chat/email quality and delivering formalized feedback. The QA Specialist will evaluate the level of quality as it pertains to legal and regulatory compliance, professionalism, accuracy of presentations to program features and benefits, grammar and overall customer experience.

The QA Specialist will collaborate with Contact Center Leadership, Training, and Clients to improve overall performance of the contact center. They will conduct monitoring to ensure exceptional customer experience is provided in OHS contact center, and areas of opportunity are identified for process improvement.