New

Quality Assurance Representative

TEKsystems
$18.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Arizona, Tucson
Oct 30, 2025
Quality Assurance Compliance Specialist Location: Tucson, AZ (On-Site) Department: Call Center Operations Reports To: QA Operations Manager Employment Type: Full-Time Position Summary We are seeking a detail-oriented and proactive Quality Assurance Compliance Specialist to support our call center operations. This role is responsible for monitoring and evaluating customer interactions to ensure service excellence, compliance, and continuous improvement. The ideal candidate will have a strong background in customer service, call center operations, and quality assurance practices. Key Responsibilities * Conduct call monitoring and scoring for both Client Service Specialists and Loan Counselors, evaluating customer interactions and system usage. * Provide scheduled coaching sessions to agents, offering constructive feedback and performance improvement strategies. * Monitor and assess agent system comments from calls and email interactions for accuracy and professionalism. * Utilize the quality monitoring management system (Soft Phone) to compile and track performance metrics at both team and individual levels. * Create standardized QA reports for supervisors and managers, highlighting performance trends, QA results, and areas for improvement. * Facilitate calibration sessions with supervisors and managers to ensure consistency in call scoring and evaluation standards. * Assist the QA Operations Manager and other QA Compliance Specialists with audits, special research projects, and other assigned duties. Required Qualifications * Minimum 2 years of Quality Assurance experience in a call center environment. * Strong customer service and help desk support background. * Proficiency in Office 365 and basic computer skills. * Experience handling 80+ inbound calls per day in a fast-paced environment. * High level of professionalism, punctuality, and reliability. * Ability to learn quickly, multitask, and adapt to changing priorities. * Willingness to work overtime and adjust schedule for coverage needs. * Strong communication skills and a passion for helping others. * Must have solid work history and tenure. Preferred Qualifications * Bilingual in Spanish and English - highly preferred. * Experience in banking, loans, mortgage, or billing. * Familiarity with the STAR Method for behavioral assessments. * Background in construction materials, tile, or flooring is a plus. Disqualifiers * Short or inconsistent job tenure. * No call center experience. * Exclusive background in sales without customer service. * Timid or passive communication style. * Lack of familiarity with structured feedback methods (e.g., STAR Method). Experience Level Entry Level - Ideal for candidates with foundational QA experience looking to grow in a structured and supportive environment. Pay and Benefits The pay range for this position is $18.00 - $18.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Tucson,AZ. Application Deadline This position is anticipated to close on Nov 5, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.