Quality Assurance Specialist II

About This RoleAI processing…

Key Responsibilities

• 1
  Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy.
• 2
  Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities.
• 3
  Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management.
• 4
  Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time.
• 5
  Lead calibration and scoring integrity efforts across vendor and internal auditors.
• 6
  Create and maintain SOPs, scorecards, and playbooks; ensure version control, distribution, and frontline adoption.
• 7
  Investigate recurring failures and run root-cause analyses; define and track prioritized remediation plans and measure impact on agent outcomes and customer experience.
• 8
  Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions.
• 9
  Drive vendor QA performance through coaching, calibration testing, remediation, and escalation; partner with Vendor Management on performance actions.
• 10
  Coach and mentor vendor support staff
• 11
  Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.

Requirements

• 5+ years of experience in quality assurance, audit, operational quality, or a closely related function in a high-scale or regulated environment.
• Demonstrated ownership of QA or controls programs with measurable impact on process, product, or customer outcomes.
• Strong data skills, including dashboard/reporting development experience.
• Experience working cross-functionally with Ops Enablement, Vendor Management, Product, and Compliance
• Exceptional communication and stakeholder engagement skills.
• Experience in financial services or fintech.

Perks & Benefits