Quality Assurance Specialist, Call Center

Turning Point Global Solutions LLC (TurningPoint) is seeking a Quality Assurance Specialist, Call Center to join our established Provider Services Team in support of our federal government client. 

The Quality Assurance Specialist will audit multiple work processes performed by our Customer Service Specialists as required by our contractual agreement. The Quality Assurance Specialist will perform audits to ensure the processes and procedures are compliant with the ISO documentation. 

Location:   Remote; United States.

U.S. Residency Requirement:  Must have lived in the United States at least three (3) of the last five (5) years.

What You’ll Do

As a Quality Assurance Specialist, you will be responsible for:

- Auditing the work performed by the Customer Service Specialists in performing various tasks associated with the call center, and document quality metrics from each audit.

- Completing all audits in a professional, timely, and accurate manner. 

- Working closely with the Training Manager and Management Team to communicate trends or issues which arise in their audits.

- Thoroughly understanding the federal government regulations and expectations to maintain quality standards.

- Monitor and report workloads on a daily/weekly/monthly basis.

- Prioritize workloads to ensure timeliness and quality standards are achieved.

What We’re Looking For

To thrive and excel in this role, candidate is expected to have:

Required Education, Skills, and Qualifications:

- High school diploma or GED.

- At least one year of experience in call center quality assurance, or similar work.

- Prior experience working as a Call Center Customer Service Specialist is a plus.

- Excellent verbal and written communication skills.

- Research, analytical, and problem-solving skills.

- Ability to organize and prioritize workload. 

- Proficient keyboard skills (alpha-numeric typing).

- Proficient in Microsoft Office: Word, Excel, PowerPoint.

- Basic mathematical skills. 

- Ability to obtain a Public Trust Security Clearance.

What’s In It For You?

We understand that our team members are our greatest asset. That’s why we offer:

- Competitive salary with annual performance bonus, and annual merit increases.

- Comprehensive health benefits fully funded by the company for employees.

- 401(k) retirement plan with company match.

- Paid time off plus holidays.

- Professional development opportunities.

- A collaborative and inclusive work culture.

In compliance with pay transparency requirements, the salary range for this role is $37,000 – $40,000. This range is a general guideline only as compensation decisions are based on relevant experience and educational qualifications. 

Ready to make your next career move? Apply today to join a team that values innovation, collaboration, and continuous improvement. We look forward to welcoming you to TurningPoint!

About Turning Point Global Solutions LLC (https://www.tpgsi.com):

TurningPoint is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients.

We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services. 

Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner. 

TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.

All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law.

This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.