Call Center/QA Specialist

TalentBridge; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading staffing firm in Charlotte, NC is seeking a Quality Assurance Specialist to enhance customer service interactions and compliance. Responsibilities include monitoring calls, reporting metrics, and identifying training needs. Candidates should have over 2 years of customer service experience and strong data analysis skills. This role is a contract position working Monday to Friday.

Qualifications

• 2+ years in a call center or customer service environment.
• 1+ year in quality assurance, auditing, or performance monitoring.
• Strong Excel or data analysis ability.

Responsibilities

• Monitor and score inbound and outbound calls using QA standards.
• Report on performance metrics and quality trends.
• Partner with supervisors to implement service improvements.

Skills

Call monitoring proficiency

Data analysis

Quality assurance

Team coaching

Tools

NICE

Verint

Five9

Genesys

Excel

Google Sheets

Power BI

Tableau

Looker

Job description

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Monday - Friday, standard business hours

Contract-to-hire, W2

Overview

You’ll play a key role in ensuring every customer interaction meets service, compliance, and quality standards. By analyzing KPIs and monitoring performance, you’ll provide insights that help improve efficiency, customer satisfaction, and team coaching outcomes.

What You’ll Do

• Monitor and score inbound and outbound calls using QA standards
• Report on performance metrics and quality trends
• Identify coaching and training opportunities based on data analysis
• Partner with supervisors to implement service improvements
• Maintain accurate QA records and compliance documentation

What You’ll Bring

• 2+ years in a call center or customer service environment
• 1+ year in quality assurance, auditing, or performance monitoring
• Proficiency with call monitoring and QA tools
• Strong Excel or data analysis ability
• Call monitoring: NICE, Verint, Five9, Genesys
• Data tools: Excel, Google Sheets, Power BI
• Reporting: Tableau, Looker

Nice to Have

• Experience with KPI dashboards and root cause analysis
• Knowledge of TCPA, HIPAA, or PCI compliance standards
• Background in coaching or training frontline staff

Seniority level

• Entry level

Employment type

• Contract

Job function

• Administrative, Customer Service, and Quality Assurance

Industries

• Motor Vehicle Manufacturing and Consumer Services