Quality Specialist

POSITION SUMMARY: We are seeking a detail-oriented Quality Specialist to ensure the highest standards of service quality within our Customer Operation Departments. This role focuses on monitoring, evaluating, and enhancing the quality of customer or third-party interactions while collaborating with leadership to improve overall performance and customer satisfaction.  ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:  Quality Specialist Responsibilities: 

• Monitor and evaluate customer interactions (e.g., phone, email, chat) to ensure compliance with company standards and quality benchmarks. 
• Conduct regular quality audits on customer operations processes, identifying areas for improvement and ensuring adherence to internal procedures. 
• Provide actionable feedback and coaching to customer operations agents and leadership to enhance performance and service delivery. 
• Track and report key performance indicators (KPIs) related to quality and customer satisfaction, delivering insights and recommendations to leadership. 
• Assist in developing training materials and conducting workshops to improve overall service quality and operational efficiency. 
• Collaborate with internal teams to identify and implement process improvements based on quality evaluation data. 

Customer Operations Collaboration: 

• Partner with customer operation teams to ensure alignment with quality expectations and service standards. 
• Document and escalate significant quality issues or trends to supervisors and leadership for resolution. 

Qualification Requirements:  Education & Certifications: 

• High school diploma required; associate or bachelor’s degree preferred.

Experience: 

• 1+ years of experience in quality assurance. 
• Strong analytical and problem-solving skills with the ability to provide actionable feedback and improve processes. 
• Excellent communication skills, both written and verbal, with a focus on clarity and professionalism. 
• Experience with Microsoft Suite (e.g. Excel, Outlook, word) is required. 
• Experience with CRM systems (e.g., Salesforce, Zendesk) and quality monitoring tools is a plus. 

Knowledge, Skills & Abilities: 

• Strong attention to detail and a commitment to maintaining high standards of service quality. 
• Ability to thrive in a fast-paced environment while managing multiple priorities. 
• Collaboration and teamwork skills to work effectively across different teams. 
• High degree of accountability and commitment to continuous improvement. 
• Critical thinking and decision-making skills to evaluate processes and make data-driven improvements. 

Special Skills & Training: 

• Proven work experience in a customer service or quality assurance role. 
• Strong ability to analyze data and trends to support operational improvements. 

 Physical Demands and Abilities: 

• Regularly spend long hours sitting and using office equipment and computers 
• Regularly move from sitting to standing positions effortlessly 
• Regularly spend long hours in intense concentration reviewing and information into a computer 
• Regularly use hands and fingers to handle, control or feel objects 
• Regularly see details of objects that are less than a few feet away 
• Regularly speak clearly so listeners can understand 
• Regularly understand the speech of another person 
• Frequently work in on projects that require deadlines 
• Frequently bend to file and maintain files 
• Occasionally lift 5-10 pounds 

Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.