Roles: Quality Assurance Specialist
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Not specified
Skills/background needed: No prior experience required. Full training provided.
Location: Fully remote – work from home
We’re looking for a Quality Assurance Specialist to join our team and help monitor and improve chat support quality and agent performance. This is a great opportunity to work remotely while developing expertise in quality assurance, coaching, and process improvement.
In this role, you’ll review live and recorded chats, evaluate how well agents are following standards and scripts, and provide helpful feedback to support their growth. You’ll identify patterns in performance, track improvement opportunities, and work with leadership to create better processes and training. Success means seeing clear improvements in chat quality, customer satisfaction, and agent performance over time.
What You’ll Do
• Monitor live and recorded chats to assess agent performance and quality• Conduct quality reviews using established standards, scripts, and compliance requirements• Identify coaching opportunities and share specific, actionable feedback with agents• Track recurring issues and spot performance trends across the team• Work with leadership to create performance improvement plans when needed• Help build and refine quality assurance processes, evaluation standards, and reports• Document all QA reviews and performance observations accurately• Collaborate with leadership to improve chat handling, customer experience, and outcomes• Ensure agents follow required procedures and compliance standards consistently
Who You Are
You’re analytical and detail-oriented, with the ability to spot the difference between good and great performance. You’re comfortable giving honest, constructive feedback in a respectful way, and you work well independently while collaborating closely with a leadership team. You enjoy helping people improve, building better processes, and making teams stronger.
Experience in a contact center, customer service, or similar environment is helpful but not required. We provide full training on all tools and processes you’ll need. Previous experience with chat platforms, call or recording systems is a plus but entry-level candidates are encouraged to apply.
Benefits
• Fully remote work from home• Paid time off• Health insurance• Dental insurance• Vision insurance• Parental leave
Ready to get started? Submit your application below.