Quality Assurance (Call Center) - E Hartford, CT

Hire Evolution Consulting; Hartford (CT); On-site; USD 50,000 - 70,000; Full time

Job summary

Hire Evolution Consulting in East Hartford, CT is seeking a Quality Assurance Specialist (Call Center) for an in-office, full-time contract role. You will monitor call quality, coach agents, and maintain QA dashboards to drive accuracy and compliance.

The candidate will analyze interactions, identify trends, and contribute to calibration sessions and quality playbooks. On-site role with background check requirements; join a high-visibility, target-driven team.

Qualifications

• Minimum 2 years QA experience in call center or customer service.
• Proficient in call quality scoring, calibration, and playbook design.
• Strong coaching and feedback skills with actionable improvement plans.
• Experience with KPI tracking, dashboards, and data visualization.
• Ability to identify trends, root causes, and mitigation strategies.
• Knowledge of regulatory/compliance standards relevant to call centers.
• Strong documentation skills; maintain precise QA records and playbooks.
• Collaborative mindset with cross-team calibration and process improvement.
• Support onboarding with QA-focused training materials for new hires.

Responsibilities

• Conduct call quality monitoring and score adherence to QA standards.
• Provide actionable coaching to agents based on QA findings.
• Analyze customer interactions to identify trends and root causes.
• Document QA findings and maintain precise performance dashboards.
• Ensure compliance with regulatory and company policies.
• Track and report on KPIs for QA.
• Collaborate with team to close gaps and improve process efficiency.
• Participate in calibration sessions to align scoring across teams.
• Assist in design and update of quality standards and playbooks.
• Identify risks in call handling and propose mitigation strategies.
• Support new hire onboarding with QA-focused training materials.

Skills

QA

Call center QA

Coaching/Feedback

KPI tracking

Data visualization

Regulatory compliance

Documentation

Cross-team collaboration

Job description

Quality Assurance (Call Center) - E Hartford, CT

Full-time, Contract

In-Office | E Hartford, CT, United States

The Opportunity

Reporting to the Quality Assurance Supervisor, the Quality Assurance Specialist is responsible for conducting quality reviews across various functional areas, identifying trends and issues, and supporting continuous improvement initiatives. The successful candidate will demonstrate strong attention to detail and contribute innovative strategies to improve quality, accuracy, and operational processes.

Responsibilities

• Conduct call quality monitoring and score adherence to QA standards.
• Provide actionable coaching to agents based on QA findings.
• Analyze customer interactions to identify trends and root causes.
• Document QA findings and maintain precise performance dashboards.
• Ensure compliance with regulatory and company policies.
• Track and report on key performance indicators (KPIs) for QA.
• Collaborate with team to close gaps and improve process efficiency.
• Participate in calibration sessions to align scoring across teams.
• Assist in design and update of quality standards and playbooks.
• Identify risks in call handling and propose mitigation strategies.
• Support new hire onboarding with QA-focused training materials.

Experience/Qualifications

• Minimum 2 years QA experience in call center or customer service.
• Proficient in call quality scoring, calibration, and playbook design.
• Strong coaching and feedback skills with actionable improvement plans.
• Experience with KPI tracking, dashboards, and data visualization.
• Ability to identify trends, root causes, and mitigation strategies.
• Knowledge of regulatory/compliance standards relevant to call centers.
• Strong documentation skills; maintain precise QA records and playbooks.
• Collaborative mindset with cross-team calibration and process improvement.
• Support onboarding with QA-focused training materials for new hires.
• On-site presence in East Hartford, CT; ability to work in high-visibility, target-driven environment.
• Must be able to undergo and pass a background check and drug screen.

What's in it for you? (Salary, Commissions & Benefits)

• On-site position based in East Hartford, CT — work directly from our local office and collaborate face-to-face with the team
• Competitive base salary as the core component of your compensation package