Quality Assurance Specialist

<p><strong>QA Coordinator</strong></p><p><strong>5 month contract w/ extension/hire</strong></p><p><strong>Richmond, VA - Hybrid</strong></p><p><strong>Pay: $19-$21/hr</strong></p><p><strong>Schedule</strong></p><p><strong>Monday-Friday, 8:30am-5:00pm</strong></p><p><br /></p><p><strong>Key Responsibilities:</strong></p><ul><li>Monitor and evaluate recorded customer calls to ensure compliance with client quality standards, operational procedures, and performance expectations.</li><li>Manage client account-specific call monitoring activities, including quality reviews, dispute evaluation, remediation tracking, and performance reporting.</li><li>Collect, analyze, and interpret call monitoring data to identify quality trends, defects, and opportunities for continuous improvement.</li><li>Coordinate with cross-functional teams, suppliers, and network partners to gather information, resolve issues, and support client deliverables.</li><li>Provide clear and timely quality feedback to suppliers, track corrective actions, and monitor recurring performance concerns.</li><li>Review call recordings and supporting documentation to determine the validity of quality disputes and manage resolutions through completion.</li><li>Fulfill client requests for call logs, call notes, recordings, and other reporting deliverables while ensuring accuracy and timeliness.</li><li>Validate that quality reports, audit documentation, and call monitoring records are distributed to the appropriate internal stakeholders and client representatives.</li><li>Maintain detailed records of monitoring results, disputes, client requests, and supplier communications to support reporting and audit requirements.</li><li>Support enhancements to quality assurance processes, reporting methodologies, and audit procedures to improve overall program effectiveness.</li></ul><p><br /></p><p><strong>Qualifications:</strong></p><ul><li>Associate degree in Business Administration, Communications, or a related field preferred.</li><li>1-3 years of experience in quality assurance, call monitoring, customer service operations, or a fast-paced business environment; equivalent education and experience will also be considered.</li><li>Strong analytical, problem-solving, and organizational skills with a high attention to detail.</li><li>Ability to manage multiple priorities, meet deadlines, and work independently with minimal supervision.</li><li>Strong verbal and written communication skills with the ability to collaborate effectively across internal teams, suppliers, and clients.</li><li>Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint, for reporting and presentation development.</li></ul><p><br /></p>