Quality Control Specialist

Prosper; Phoenix (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company in financial services is seeking a Quality Control Specialist to ensure compliance and quality standards in customer interactions. The ideal candidate will possess strong critical thinking skills, attention to detail, and experience in call center quality. This role offers the chance to work in a dynamic environment with flexible time off and comprehensive benefits.

Benefits

Flexible time off

Comprehensive health coverage

Paid parental leave

Udemy access

Childcare assistance

Pet insurance discounts

Legal assistance

Discounts through Perkspot

Qualifications

• Strong critical thinking skills and attention to detail.
• Experience in call center quality or related role.
• Ability to work independently and manage time effectively.

Responsibilities

• Monitor and evaluate customer interactions for compliance.
• Provide feedback on trends and areas of opportunity.
• Contribute to quality assurance guidelines and documentation.

Skills

Critical thinking

Attention to detail

Time management

Organizational skills

Written communication

Education

6+ months experience in call center quality

Tools

Microsoft Excel

Google Sheets

Job description

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The Role

We are looking for a self-motivated and detail-oriented Quality Specialist. The ideal candidate will have strong critical thinking skills and the ability to provide fair and accurate analysis of call center interactions. This role will play a key part in maintaining quality and compliance standards, identifying opportunities for process improvements, providing objective coaching feedback, and supporting potential AI model training initiatives from a quality perspective.

To be successful in this role, you’ll need effective prioritization, organization, and time management skills with a focus on accuracy. Most importantly, we are looking for a team-oriented individual who brings curiosity, accountability, and a passion for quality.

Problems You Will Solve

• Monitor and evaluate customer interactions (calls, chats, emails, etc.) across multiple lines of business to ensure compliance with quality standards.
• Complete evaluations of a specified number of interactions based on LOB to support overall quality performance metrics.
• Provide professional and constructive feedback on trends, strengths, and areas of opportunity within the feedback delivered.
• Support and provide commentary to calibration and learning sessions to ensure alignment and consistency in scoring based on current guidance and best practices.
• Contribute to the continuous improvement of quality assurance guidelines, scorecard, and documentation by pointing out potential gaps and inconsistencies.
• Support special projects or other quality-related tasks as assigned by management.

About You

• Strong attention to detail with the ability to spot inconsistencies and ensure accuracy in every task.
• Critical thinking skills with a natural curiosity to ask ‘Why’.
• Self-starter who can work independently and with ambiguity. Ability to manage time effectively and prioritize tasks in a fast-changing environment.
• Comfortable with change and able to pivot quickly with changing priorities.
• Basic proficiency in Microsoft Excel and/or Google Sheets (e.g., working with filters, sorting data, using simple formulas).
• Clear and professional written communication skills. 6+ months experience in call center quality or a related role.
• Experience in the financial services or other highly regulated industries is a plus.
• Familiarity with customer interaction review processes and standards.

What We Offer

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on impactful products.
• The opportunity to work in a fast-paced environment with experienced industry leaders.
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefits.
• Additional perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and discounts through Perkspot.