Call Center QA Specialist

1 week ago

Chicago, United States LaSalle Network Full time

We are looking for a Call Center QA Specialist for our client, a rapidly growing lending company located in downtown Chicago. This dynamic organization is expanding its team and offers an exciting opportunity for individuals looking to grow in a fast-paced, high-performance environment. If you have a keen eye for detail and a passion for quality, this is your chance to be part of a company that values excellence and continuous improvement.

As a Call Center QA Specialist, you will play a key role in ensuring top-notch communication between the company's call center agents and customers, with a focus on credit reporting and related processes. This role is critical to the company's success and provides opportunities for growth and future promotions, including the potential to step into a QA Supervisor role. Join a supportive and close-knit team with a culture that celebrates achievements and encourages professional development.

Call Center QA Specialist Responsibilities:

  • Evaluate communication (calls and emails) between call center agents and customers
  • Ensure communication quality meets company standards, focusing on key functions like credit reporting
  • Conduct 3 evaluations per hour using established scorecards and QA tools
  • Provide detailed feedback to agents and participate in periodic coaching sessions
  • Collaborate with a team of QA specialists and team leads to support call center growth and quality standards
  • Use AI-driven tools like Five9 Virtual Observer for speech analytics and accurate evaluations


Call Center QA Specialist Requirements:

  • 6+ months of QA experience, preferably in a call center environment
  • Experience in the financial or lending industry is preferred, but not required
  • Excellent verbal and written communication skills
  • Ability to independently manage your workload without micromanagement
  • Typing speed of 45 WPM or higher
  • Familiarity with QA systems and tools (manual or system-based)
  • Strong attention to detail and an analytical mindset
  • Ability to work Monday to Friday, with flexible hours (either 7:00 AM - 3:30 PM or 8:00 AM - 4:30 PM)
  • Open to occasional overtime, as needed


Call Center QA Specialist Benefits:

  • 2 weeks of in-depth, onsite training covering call center processes and QA tools
  • Be part of a growing team with the potential to move into supervisory roles
  • Fun, casual culture with team competitions, holiday celebrations and a close-knit feel
  • Conveniently based in downtown Chicago, near CTA and Metra
  • Start date in mid to late October


If you're ready to join a forward-thinking company in the lending industry, apply today Take the next step in your career and become a part of an organization that values quality, growth and excellence.

Thank you,

Lindi Presta
Project Manager
LaSalle Network

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.

LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets. LaSalle Network offers temporary Field Employees benefit plans including medical, dental and vision coverage. Family Medical Leave, Worker's compensation, Paid Leave and Sick Leave are also provided. View a full list of our benefits here: .pdf

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