Senior Quality Assurance Specialist

10 hours ago


Altamonte Springs, Florida, United States Professional Staffing Services Group Full time

We are seeking a highly motivated and detail-oriented Senior Quality Assurance Specialist to join our team at Professional Staffing Services Group.

Job Description

As a key member of our team, you will be responsible for ensuring the quality and efficiency of our customer service operations. This role requires a bilingual individual with strong analytical and communication skills.

  • Quality Assurance:
    • Conduct thorough reviews of recorded calls, chats, and case management practices.
    • Perform real-time quality monitoring and provide immediate feedback.
    • Analyze customer satisfaction surveys and identify areas for improvement.
    • Develop and maintain quality standards and procedures.
  • Data Analysis:
    • Collect and analyze data from various sources, including call logs, case management systems, and customer surveys.
    • Utilize advanced Excel skills to create insightful reports, dashboards, and presentations.
    • Identify trends, patterns, and root causes of quality issues.
  • Compensation Package:
    • This is a full-time position with a competitive salary of $22.00 per hour and a hybrid work arrangement offering one week of rotational in-office work per month.

The ideal candidate will possess a Bachelor's degree in a related field and 2+ years of experience in quality assurance or a similar role. Additionally, they should have advanced proficiency in Microsoft Excel and strong analytical and problem-solving skills.



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