Remote QA Coach & Performance Insights

Conduent, Inc.; South Carolina; Remote; USD 25,000 - 35,000; Full time

Job summary

Conduent, Inc. is seeking a Quality Assurance Specialist to evaluate and improve the quality of customer interactions in a remote-capable role. You will analyze data, report findings, and guide coaching to elevate service standards.

The position emphasizes root-cause analysis, cross-functional collaboration, and the creation of dashboards using Excel. Remote work and virtual onboarding are supported, with opportunities for bonus based on performance and business needs.

Qualifications

• Experience conducting quality reviews, audits, or performance evaluations.
• Strong proficiency with Microsoft Excel for data analysis and reporting.
• Ability to drive continuous improvement through data-driven insights and coaching.

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

Analytical skills

Coaching/mentoring

Collaboration

Quality improvement

Tools

Excel

Teams

Job description

Conduent, Inc. is seeking a Quality Assurance Specialist to evaluate and improve the quality of customer interactions in a remote-capable role. You will analyze data, report findings, and guide coaching to elevate service standards.

The position emphasizes root-cause analysis, cross-functional collaboration, and the creation of dashboards using Excel. Remote work and virtual onboarding are supported, with opportunities for bonus based on performance and business needs.