Quality Assurance Specialist/ Pay Rate: $19/hr on W2

Job Title: Quality Assurance Specialist

Location: 850 W Rio Salado Parkway, Tempe Arizona 85281

Shift: M – F, 7:30 AM – 4:30 PM CST (Hybrid only Friday)

Job Description:

Note: This is not a warehouse position.  Candidates with QA experience in a warehouse environment do not qualify.

Position Overview:

The Quality Assurance Specialist ensures that all interactions, processes, and deliverables meet established quality standards. This position is designed to monitor, evaluate, and improve service delivery, ensuring compliance with regulatory requirements and enhancing customer, process, and stakeholder satisfaction.

Technical Skills

Must Have

• Accountability, Adaptability, Analytical Thinking, Attention to detail
• Coaching & Feedback Delivery
• Collaboration, Communication Skills
• Customer Service Analytics
• Relevant QA experience in a contact center environment
• Time Management/Self Starter

Nice To Have

• Documentation Skills
• Experience with SAP, JDE, and i5 preferred; HighRadius a plus
• Proficiency in Excel, Windows 10, and Microsoft 365 (Outlook)
• Quality Assurance, auditing, or call/chat monitoring
• Performance evaluation using scorecards
• Data tracking/reporting and feedback delivery
• High-volume workload requiring accuracy and consistency
• Potential for assignment extension based on business needs

Role Overview:

• Perform QA evaluations using MS Forms
• Monitor and evaluate interactions for adherence to quality standards.
• Develop and implement quality assurance processes and guidelines.
• Collaborate with training teams and/or management to address performance gaps and improve service quality.
• Prepare and present detailed quality reports to management and stakeholders.
• Identify opportunities for process improvement and recommend actionable solutions.
• Track and report results, communicate outcomes, and provide feedback/coaching
• Maintain QA metrics, support documentation, and contribute to process improvements
• Responsible for ensuring compliance with quality standards across QTC-NA operations.
• Provides input into quality strategy and influences process improvements.
• Influences quality practices within the QTC-NA teams and collaborates with cross-functional teams to improve service delivery.
• Directly impacts customer satisfaction scores, compliance metrics, and operational efficiency through quality monitoring and improvement initiatives.
• Ability to review large volumes of data and interactions, prepare reports, and communicate findings effectively.
• Must be able to work in a fast-paced environment and manage multiple priorities.

KSA Requirements (Knowledge, Skills, and Abilities):

• Bachelor’s degree in Business, Quality Management, or related field preferred.
• 2+ years of experience in quality assurance or similar role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office and quality monitoring tools.
• Knowledge of regulatory compliance standards and best practices.

LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.