Quality Assurance Specialist

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Quality Assurance Specialist

Professional Texas, US

Work Setup: Onsite

Location: The Epic (Spaces), 2550 Pacific Avenue, Dallas, TX 75226

Employment Type: Full-Time

Schedule/Hours: Monday through Friday, 10:00 AM - 7:00 PM EST.

What does a day in the life of a Quality Assurance Specialist look like?

• 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

What are the required qualifications for a Quality Assurance Specialist?

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

Ninja Perks and Benefits

• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.