Remote QA Coach and Performance Analyst

Conduent; United States; Remote; USD 25,000 - 35,000; Full time

Benefits offered by this job

Health insurance

Dental and vision plan

Retirement plan

Paid holidays

PTO

Job summary

Conduent is seeking a Quality Assurance Specialist to monitor and improve customer service performance across multiple programs. You will conduct quality evaluations and audits, analyze trends, and partner with Operations leadership to drive continuous improvement.

The role emphasizes coaching, data-driven decision making, and collaboration, with a remote work setup and a pay structure shown in the job description. Strong Excel skills and root-cause analysis are essential.

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

Excel

Quality reviews

Analytical thinking

Root cause analysis

Communication

Job description

Conduent is seeking a Quality Assurance Specialist to monitor and improve customer service performance across multiple programs. You will conduct quality evaluations and audits, analyze trends, and partner with Operations leadership to drive continuous improvement.

The role emphasizes coaching, data-driven decision making, and collaboration, with a remote work setup and a pay structure shown in the job description. Strong Excel skills and root-cause analysis are essential.