Quality Assurance - Call Center, E Hartford, CT

Job Summary

Quality Assurance (Call Center) - E Hartford, CT

Full-time, Contract

In-Office | E Hartford, CT, United States

Monday to Friday, 830am - 5pm

Duration: 4+ months, potential to be extended or become permanent

The Opportunity

Reporting to the Quality Assurance Supervisor, the Quality Assurance Specialist is responsible for conducting quality reviews across various functional areas, identifying trends and issues, and supporting continuous improvement initiatives. The successful candidate will demonstrate strong attention to detail and contribute innovative strategies to improve quality, accuracy, and operational processes.

Responsibilities

• Conduct call quality monitoring and score adherence to QA standards.

• Provide actionable coaching to agents based on QA findings.

• Analyze customer interactions to identify trends and root causes.

• Document QA findings and maintain precise performance dashboards.

• Ensure compliance with regulatory and company policies.

• Track and report on key performance indicators (KPIs) for QA.

• Collaborate with team to close gaps and improve process efficiency.

• Participate in calibration sessions to align scoring across teams.

• Assist in design and update of quality standards and playbooks.

• Identify risks in call handling and propose mitigation strategies.

• Support new hire onboarding with QA-focused training materials.

Experience/Qualifications

• Minimum 2 years QA experience in call center or customer service.

• Proficient in call quality scoring, calibration, and playbook design.

• Strong coaching and feedback skills with actionable improvement plans.

• Experience with KPI tracking, dashboards, and data visualization.

• Ability to identify trends, root causes, and mitigation strategies.

• Knowledge of regulatory/compliance standards relevant to call centers.

• Strong documentation skills; maintain precise QA records and playbooks.

• Collaborative mindset with cross-team calibration and process improvement.

• Support onboarding with QA-focused training materials for new hires.

• On-site presence in East Hartford, CT; ability to work in a high-visibility, target-driven environment.

• Must be able to undergo and pass a background check and drug screen.

• Must be able to type a minimum of 30 wpm; a typing test will be done during the interview process.