Quality Assurance Specialist

Maintain a high-trust Quality Assurance program for customer service by monitoring inbound calls and email support. Evaluate Customer Service Associates against quality guidelines, provide actionable and constructive feedback, and lead calibration and coaching to ensure consistency. Investigate quality issues using root cause analysis, recommend corrective and prevention actions, and collaborate with operations on improvement plans. Produce quality performance reports, keep the quality framework and local procedures up to date, and support training needs to improve customer experience.