[Hiring] Quality Assurance Specialist @Conduent

Role Description

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.

Key Responsibilities

• 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.

Qualifications

• 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 manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to work independently in a remote environment.

Preferred Qualifications

• 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.

Success Factors

• Strong attention to detail.
• 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.

Work Environment

• Remote work environment.
• Virtual onboarding and training.
• Collaboration through Microsoft Teams and other enterprise communication tools.

Benefits

• Health insurance coverage.
• Voluntary dental and vision programs.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays.
• Paid time off (PTO) or vacation and/or sick time.