Hybrid QA Specialist — Contact Center Quality & Coaching

MillenniumSoft Inc; Covington (GA); Hybrid; USD 34,000 - 45,000; Part time

Job summary

MillenniumSoft Inc in Covington, GA is seeking a QA Specialist 1 focused on contact center quality monitoring (call and email). The 12‑month contract on W2 runs on a 1st shift, 7:30 AM to 4:30 PM, with hybrid work on Fridays and a 40‑hour week in a high‑volume environment.

You will perform QA evaluations using MS Forms, track results, report outcomes, and coach teams to improve service quality while maintaining adherence to regulatory standards.

Qualifications

• Bachelor’s degree in Business, Quality Management, or related field preferred.
• 2+ years of experience in quality assurance or similar role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office and quality monitoring tools.
• Knowledge of regulatory compliance standards and best practices.

Responsibilities

• Monitor and evaluate interactions for adherence to quality standards. 60%
• Develop and implement quality assurance processes and guidelines. 5%
• Collaborate with training teams and/or management to address performance gaps and improve service quality. 15%
• Prepare and present detailed quality reports to management and stakeholders. 10%
• Identify opportunities for process improvement and recommend actionable solutions. 10%

Skills

Attention to detail

Communication

Coaching

Time management

Analytical thinking

Collaboration

Adaptability

Accountability

Building Agent Rapport

Education

Bachelor’s degree in Business, Quality Management, or related field

Tools

Excel

Windows 10

Microsoft 365 (Outlook)

SAP

JDE

i5

HighRadius

Job description

MillenniumSoft Inc in Covington, GA is seeking a QA Specialist 1 focused on contact center quality monitoring (call and email). The 12‑month contract on W2 runs on a 1st shift, 7:30 AM to 4:30 PM, with hybrid work on Fridays and a 40‑hour week in a high‑volume environment.

You will perform QA evaluations using MS Forms, track results, report outcomes, and coach teams to improve service quality while maintaining adherence to regulatory standards.