Call Center QA Representative

A-Line Staffing Solutions; Tempe (AZ); Hybrid; USD 22,000 - 30,000; Full time

Job summary

A-Line Staffing Solutions is seeking a Call Center QA Representative in Tempe. The role focuses on reviewing customer interactions for quality and performance, with remote Fridays and on-site rest of the week. You will monitor calls, emails, and chats to ensure customer excellence and adherence to standards.

The ideal candidate has contact center QA experience, can use QA scorecards, and delivers clear feedback for improvement. This position emphasizes accuracy and strong data reporting skills.

Qualifications

• QA experience in contact center required.
• Experience monitoring calls, emails, or chats.
• Uses QA scorecards to evaluate performance.
• Tracks data and prepares reports.
• Provides feedback or coaching based on evaluations.
• Maintains accurate QA records and documentation.

Responsibilities

• Review customer service interactions to ensure quality standards.
• Listen to and evaluate calls, emails, or chats.
• Complete quality evaluations and scorecards using Microsoft Forms.
• Track QA scores, results, and performance data.
• Provide clear feedback and coaching based on evaluation results.
• Prepare quality reports and share results with leadership.
• Identify performance issues and areas for service improvement.
• Work with training teams and management to improve employee performance.
• Maintain accurate QA records and documentation.
• Handle a high-volume workload while maintaining accuracy.

Skills

Quality Assurance

Customer service

Feedback coaching

Tools

Microsoft Excel

Microsoft 365 Outlook

Windows 10

Job description

NOW HIRING: Call Center QA Representative

Pay: $19.00/hour

Schedule: Monday–Friday, 7:30 AM–4:30 PM CT (Remote on Fridays)

Location: Onsite in Tempe; Remote on Fridays

Overview

This is NOT a warehouse or manufacturing Quality Assurance position. We are looking for candidates with contact center Quality Assurance experience, including reviewing and monitoring customer phone calls, emails, and/or chat interactions for quality and performance. Candidates whose QA experience is mainly in manufacturing, warehouse, production, or product quality will not qualify.

Job Responsibilities:

• As a Quality Assurance Specialist, you will review customer service interactions to make sure employees are following quality standards and providing a good customer experience.
• Listen to and review customer service calls and evaluate email or chat interactions.
• Complete quality evaluations and scorecards using Microsoft Forms.
• Track QA scores, results, and performance data.
• Provide clear feedback and coaching based on evaluation results.
• Prepare quality reports and share results with leadership.
• Identify performance issues and areas where service can be improved.
• Work with training teams and management to improve employee performance and service quality.
• Maintain accurate QA records and documentation.
• Handle a high-volume workload while maintaining accuracy and consistency.

Qualifications

• Contact center or call center Quality Assurance required
• Call, email, and/or chat monitoring required
• Quality audits and employee performance evaluations
• Using QA scorecards to evaluate performance
• Providing feedback or coaching
• Tracking data and preparing reports
• Microsoft Excel
• Windows 10
• Microsoft 365, including Outlook