Quality Assurance Specialist This role plays a critical part in ensuring customer interactions meet exceptional standards. As a Quality Assurance Specialist, you will monitor calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness. Responsibilities: - Performance Monitoring: Track key QA metrics, observe agents' ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality. - Documentation & Reporting: Maintain QA reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. Stay up to date on all policies and procedures. - Team Training & Development: Keep current on QA best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates. Qualifications: - 1+ years of experience in Quality Assurance, preferably in call center or hospitality environments. - Experience with Five9 is a must. - Knowledge of software development life cycles and QA methodologies. - Familiarity with bug tracking and test management tools. - Excellent attention to detail and strong organizational skills. - Strong communication and collaboration abilities, capable of working effectively with both technical and non-technical teams. - Familiarity with manual testing and automated testing tools is a plus. - Passion for delivering excellent customer experiences and ensuring product reliability. - Computer proficiency, particularly in Microsoft Excel, Outlook, Word, Power BI, and SharePoint. - Must be a resident of the United States. Why Choose This Opportunity? In this role, you will have the chance to drive innovation and growth within our organization while making a positive impact on customers and families through unforgettable experiences. About the Organization: We are dedicated to enriching children's lives by providing fun, engaging, and inspiring experiences that help them reach their full potential. Equal Opportunity Employer: We are committed to fostering a diverse workforce and are proud to be an Equal Opportunity Employer. ADA Compliance: We are committed to providing reasonable accommodations to qualified applicants and employees with disabilities during the job application or interview process. ],