We're looking for a Quality Specialist to help us ensure every interaction delivers outstanding service, accuracy, and compliance. You will: Meet contact center weekly and monthly goals. Monitor calls, non-voice interactions, and tool usage to ensure quality, compliance, and first-call resolution. Review sales outputs, customer surveys, complaints, and commendations; track and report findings. Complete monitoring forms with performance feedback and maintain accurate records. Provide insights and recommendations to managers for quality improvement. You have: 1-2 years customer service; minimum 1 year of quality analyst/specialist experience and familiar with 7 quality tools (PARETO, HISTOGRAM, FISH BONE, CORRELATION, SCATTER PLOTS, FLOWCHARTS & CONTROL CHARTS) Previous experience in Quality, Call Monitoring, Reporting, Calibration preferred. Proficient in PC, MS Office, and basic Excel. Strong communication, customer service, and attendance. Open for CSR level with Quality Assurance experience! Show more Show less