QA Specialist Job Posting





Job Summary: This position is responsible for auditing agent contacts and submitting quality observation forms detailing out their findings.  The position can be filled and performed from within any of the Midwest locations.

Duties and Responsibilities

  • Maintains a high level of efficiency and production
  • Ensure compliance of company policies, regulations and safety procedures
  • Manages consistent observation of all agents on their assigned teams
  • Routinely rotates through assigned teams to provide consistent flow of data to assigned teams
  • Recognize, document, and alert coaches and directors to trends in customer calls
  • Assist with Mock Call auditing for training classes, as needed
  • Maintain daily observation tracker
  • Keeps updated on all current training
  • Meets quality quotas set by director
  • Maintain a clean work area and be well organized
  • Ad hoc assignments as per Director of Quality


Education:  High School Diploma, GED, or equivalent work experience

General Candidate Experience:

  • Achieve Certified
  • Basic reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent
  • Knowledge of modern business and customer communications, including grammar, sentence structure, and style
  • Knowledge of organizational strategy and priority management
  • Must be able to review various data results, analyze & comprehend trend analysis to then create & implement service improvement plans to close gaps.
  • Skill to use a computer at high efficiency. Experience using Microsoft Word, Excel, Outlook, and PowerPoint in preferred. The ability to type 25 wpm.
  • Experience in managing others is preferred
  • Strong motivational skills
  • Skill to communicate effectively with employees
  • Ability to handle a high stress environment
  • Ability to handle and resolve recurring problems
  • Must be able to handle multiple priorities and conflicts
  • Willingness to work in a fast pace work environment
  • Ability to be proactive
  • Industry experience required
  • Professional work behavior
  • Pass a drug test
  • Exceptional attendance
  • Minimal 8 weeks experience on CenturyLink campaigns
  • Performing with measurable numbers

How To Apply: Please send resume and cover letter to and by EOB 2/21/2018