Onsite QA Specialist: Elevate Call Center Quality

SupportNinja; Dallas (TX); On-site; USD 54,000 - 72,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Paid time off

Personal and professional development

Employee Referral Program

Job summary

SupportNinja in Dallas, TX is seeking a Quality Assurance Specialist to monitor and improve agent interactions across voice, email, and chat. You will evaluate performance against quality metrics, document findings, and collaborate with teams to drive continuous improvement.

The role requires at least one year in QA within a call center, strong communication and coaching skills, and proficiency with call monitoring tools.

Qualifications

• 1 year experience in quality assurance role or relevant experience.
• Proven experience in a quality assurance role within a call center environment.
• Strong understanding of call center metrics and quality assurance methodologies.
• Excellent listening, analytical, and problem-solving skills.
• Ability to provide constructive feedback and coaching.
• Strong communication skills, both verbal and written.
• Proficient in using computers, various software applications, and call monitoring tools.

Responsibilities

• Monitor, calibrate, and support quality standards established by the client and the organization.
• Evaluate voice, email, and chat interactions against defined quality metrics, procedural requirements, and SOPs.
• Review calls and transactions to ensure procedural accuracy, regulatory compliance, and policy adherence.
• Utilize call monitoring software and quality tools to assess agent performance effectively.
• Track and monitor agent punctuality, attendance, and timely call-ins.
• Ensure agent compliance with company policies, procedures, and attendance standards.
• Accurately document, track, and maintain quality evaluations and compliance findings.
• Provide timely, constructive feedback to agents, highlighting strengths and areas for improvement.
• Participate in coaching sessions and calibration meetings to ensure consistency in quality scoring and expectations.
• Generate and present regular quality performance reports, trends, and key metrics.
• Analyze quality data to identify gaps, recurring issues, and opportunities for process improvement.
• Provide insights and recommendations to management to support continuous improvement initiatives.
• Maintain a thorough understanding of company policies, procedures, quality standards, and regulatory requirements.
• Ensure adherence to applicable regulations and industry best practices.
• Focus coaching on teachable, process-driven tasks; specialized 401(k) expertise is not required.
• Collaborate with team leaders and training teams to address identified performance trends and improvement needs.
• Participate actively in team meetings and contribute to a positive, collaborative work environment.
• Meet or exceed assigned quality and compliance-related KPIs.
• Continuously improve product, service, and process knowledge through training and self-development.
• Collaborate cross-functionally with other departments as needed.
• Maintain a professional, empathetic, and positive attitude toward customers and colleagues at all times.

Skills

Listening skills

Analytical thinking

Problem solving

Coaching ability

Tools

Call monitoring tools

Quality monitoring software

Job description

SupportNinja in Dallas, TX is seeking a Quality Assurance Specialist to monitor and improve agent interactions across voice, email, and chat. You will evaluate performance against quality metrics, document findings, and collaborate with teams to drive continuous improvement.

The role requires at least one year in QA within a call center, strong communication and coaching skills, and proficiency with call monitoring tools.