QA QC Coordinator

Description

• Ensure quality assurance practices align with internal policies, external regulations, and ethical standards.
• Participate in calibration sessions to ensure alignment across human and AI-assisted evaluation results.
• Monitor and track performance trends across service lines using traditional and AI-enhanced reporting tools.
• Stay current on changes in products, services, technology tools, policies, and procedures to ensure evaluation accuracy and service alignment.
• Identify and escalate recurring quality concerns, anomalies, or risks to the QA/QC Supervisor for further analysis and action.
• Leverage AI-enabled transcription and sentiment analysis tools to increase consistency and efficiency in evaluations.
• Maintain organized records of audit outcomes, coaching notes, and compliance tracking in centralized systems.
• Monitor compliance with scripts, protocols, policies, and industry or regulatory standards.
• Promote a proactive quality culture by embracing innovation and supporting digital transformation within QA/QC processes.
• Perform audits on documentation, data entry accuracy, and workflow adherence using both manual and AI-supported methods.
• Provide clear, constructive quality feedback to frontline staff and team leads based on monitoring results.
• Collaborate with training and operations teams to update knowledge base content, SOPs, and workflows in response to quality trends or AI-generated insights.
• Contribute to the design, testing, and implementation of AI-powered QA tools and automation processes.
• Accurately document audit results and share findings in a timely manner using reporting dashboards and digital audit platforms.
• Support quality improvement initiatives by collecting and analyzing relevant data from AI dashboards, CRM systems, and QA platforms.
• Evaluate customer interactions across multiple communication channels (voice, email, chat, etc.) using established QA scorecards and, where applicable, AI-assisted monitoring tools.
• Assist supervisors and trainers by identifying coaching opportunities and skill gaps using AI-driven trend data and evaluation insights.

Requirements

• Valid driver’s license
• 1 – 3 years’ experience in customer service, call-center or quality assurance.
• 2+ years of Quality Monitoring experience
• Proficient in Microsoft Office Suite (Excel, Word, Outlook)
• Effective written and verbal communication skills
• Associate’s degree or equivalent work experience
• Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. **
• 6-months/1-year education or training beyond a high school diploma
• Strong attention to detail and analytical skills

Benefits

• Pay Range: $18.11-$23.83 ***
• Retention Bonus: $1000**

Training + Development

Interview process

Visa Sponsorship

Security clearance