Customer Experience Quality Assurance Specialist

Job Description

This is a challenging and rewarding role that involves identifying quality gaps, analyzing service performance, conducting audits, and implementing solutions to drive improvements in customer satisfaction and operational excellence.

• Conduct audits and quality evaluations of customer interactions (calls, processes, file handling) for service excellence, compliance, and procedural accuracy
• Evaluate the impact of errors on the end-to-end customer journey and collaborate on service recovery improvements
• Lead benchmark audits and targeted reviews to identify performance trends, customer pain points, and systemic gaps
• Recommend actionable solutions to leadership based on audit results, root cause analysis, and KPI trends
• Partner with cross-functional leadership teams to define audit scopes and ensure alignment with business goals
• Facilitate calibration sessions and audit result debriefs with local and national leaders to ensure accuracy and consistency in quality expectations
• Develop and communicate audit summary reports; present findings with strategic insights and recommendations
• Support ongoing performance coaching by identifying developmental opportunities and aiding supervisors with feedback mechanisms
• Provide support and education to frontline teams and leadership on quality standards and improvement initiatives
• Collaborate with Training to integrate findings into new hire and continuous learning programs
• Deliver updates and consult across departments to support a unified approach to quality, customer experience, and operational compliance
• Train new quality team members and serve as a mentor or peer reviewer as needed
• Support enterprise-wide quality initiatives and compliance audits
• Lead or support continuous improvement projects using Lean Six Sigma methodologies (Green Belt or higher required)
• Participate in PGCA cycle improvement processes to identify, test, and implement solutions

The ideal candidate will have a background in contact center or claims environments, strong quality assurance experience, and a passion for process improvement and customer-centric outcomes. They should also possess the following skills and qualifications:

• 3-5 years of experience in a contact center, insurance, customer experience, or claims environment
• Full English proficiency
• Previous experience in quality assurance, performance coaching, team leadership, or supervisory roles strongly preferred
• High school diploma or equivalent required; bachelor's degree preferred
• Lean Six Sigma Green Belt certification required (or equivalent process improvement certification)
• Demonstrated experience with root cause analysis, reporting, KPI monitoring (e.g., AHT, FCR, CSAT), and quality scorecards
• Deep understanding of customer experience (Cx) principles and quality assurance best practices

This role offers a range of benefits, including:

• Competitive salary and bonus structure
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and reward for outstanding performance
• Access to cutting-edge technology and tools
• Comprehensive training and support
• Flexible work arrangements and work-life balance

Candidates who are passionate about quality assurance and customer experience will thrive in this role. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.