QA Coordinator
Interactive Contact Center
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Provide operational and strategic support to Quality Analysts by monitoring performance, preparing reports, and ensuring effective task tracking to improve quality standards, processes, and departmental organization
- Prepare, analyze, and submit regular reports on key performance indicators (KPIs)
- Conduct ongoing meetings with Quality Analysts to review performance, provide feedback, and drive continuous improvement
- Develop, update, and maintain reporting tools, dashboards, scorecards, and quality documentation
- Update and manage complaint tracking, call avoidance reports, coaching records, corrective actions, and quality notes
- Monitor Quality Analysts’ performance and ensure accurate tracking of individual and team metrics
- Ensure calibration sessions are conducted and documented to maintain scoring consistency
- Support onboarding and training of new Quality Analysts on tools, processes, and quality standards
- Identify quality trends, root causes, and areas of opportunity, and propose corrective and preventive actions
- Coordinate quality initiatives and projects aligned with departmental and organizational goals
- Ensure compliance with internal policies, client requirements, and regulatory standards
- Maintain accurate records and audit trails for quality processes and evaluations
- Serve as a point of contact between QA, Operations, and Leadership for quality-related matters
- Assist with process improvement initiatives and workflow optimization
- Support any additional functions or projects assigned by management
Requirements
- Minimum of 2 year of experience in Quality Assurance, Quality Control, or a related role
- Previous experience in operations (e.g., interpretation, call center, BPO) is highly desirable
- Experience leading, coordinating, or supporting teams is a plus
- Bachelor’s degree or university studies completed
- Certifications in quality, process improvement, or continuous improvement are an advantage
- Strong knowledge of quality metrics, KPIs, and reporting
- Advanced proficiency in Excel, Google Sheets, or data analysis tools
- Experience with evaluation systems, scorecards, and QA platforms
- Ability to provide clear, objective, and constructive feedback
- Strong organizational, time management, and attention-to-detail skills
- Analytical mindset with a focus on continuous improvement
- Ability to work under pressure and meet deadlines
Benefits
- Professional, ethical, and results-oriented behavior
- Ability to coordinate across multiple departments (QA, Operations, HR, Leadership)
- Adaptability to changing processes, tools, and standards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality AssuranceQuality ControlKPI analysisdata analysisreporting toolsscorecardscomplaint trackingprocess improvementworkflow optimizationquality metrics
Soft Skills
feedbackorganizational skillstime managementattention to detailanalytical mindsetcommunicationleadershipteam coordinationproblem-solvingadaptability
Certifications
quality certificationprocess improvement certificationcontinuous improvement certification