Quality Assurance Coach - Remote, Data-Driven Improvement

Conduent, Inc.; Oregon; Hybrid; USD 32,000 - 40,000; Full time

Job summary

Conduent, Inc. is seeking a Quality Assurance Specialist to monitor, evaluate, and improve customer service performance across multiple programs in a remote setting.

You will conduct quality evaluations, analyze trends, and partner with Operations leadership to drive continuous improvement initiatives, coaching agents to enhance customer and employee experiences. The role emphasizes detail orientation, analytical mindset, and effective coaching, with collaboration across teams and strong Excel

Qualifications

• Strong proficiency in Microsoft Excel.
• Experience conducting quality reviews, audits, or performance evaluations.
• Demonstrated analytical and problem-solving skills, including root cause analysis.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to work independently in a remote environment.

Responsibilities

• Conduct quality evaluations and audits of customer interactions to ensure compliance with client and company standards.
• Analyze quality data and performance trends to identify opportunities for operational improvement.
• Perform root cause analysis on quality defects and recurring performance issues.
• Identify performance outliers and collaborate with Operations leaders to develop corrective action plans.
• Deliver constructive coaching and feedback to improve agent performance and customer experience outcomes.
• Create and maintain quality reports, dashboards, and performance summaries using Excel and related tools.
• Participate in calibration sessions to ensure scoring consistency and quality standard alignment.
• Monitor adherence to established quality processes, policies, and client requirements.
• Support continuous improvement initiatives through data-driven recommendations.

Skills

Quality evaluations

Data analysis

Root cause analysis

Remote work

Excel

Communication

Tools

Microsoft Excel

Job description

Conduent, Inc. is seeking a Quality Assurance Specialist to monitor, evaluate, and improve customer service performance across multiple programs in a remote setting.

You will conduct quality evaluations, analyze trends, and partner with Operations leadership to drive continuous improvement initiatives, coaching agents to enhance customer and employee experiences. The role emphasizes detail orientation, analytical mindset, and effective coaching, with collaboration across teams and strong Excel