Quality Assurance - Call Center, E Hartford, CT

Hire Evolution Consulting; Hartford (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Hire Evolution Consulting is seeking a Quality Assurance Specialist for the East Hartford call center. This full-time, in-office role focuses on conducting quality reviews, coaching agents, and ensuring QA standards are met to drive accuracy and service quality.

You will monitor calls, analyze trends, maintain QA dashboards, and help update playbooks while aligning with regulatory requirements. On-site in East Hartford, CT with a need for attention to detail and cross-team collaboration.

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.
• On-site presence in East Hartford, CT; background check and drug screen.
• Must be able to type a minimum of 30 wpm, a typing test will be done during the interview process.

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.

Skills

QA experience

Call quality scoring

Coaching skills

Data visualization

Regulatory compliance

Documentation

Cross-team collaboration

On-site presence

Typing 30 wpm

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.
• Must be able to type a minimum of 30 wpm, a typing test will be done during the interview process.