About The Job
We are seeking a detail-oriented and analytical Quality Assurance (QA)
Specialist to support and enhance our quality monitoring program. The ideal candidate will have strong quality control experience, a customer service background, and advanced proficiency in Verint Automated Quality
Management (AQM), including building AQM forms, KPIs, and reports. This role plays a critical part in driving performance improvements, ensuring compliance, and delivering actionable insights to leadership.
Job Details
- Employment Type: Full-Time Independent Contractor
- Department: Customer Service/Support
- Job Level: Intermediate
- Experience: 3 Years
- Education: Bachelors
- Qualification: Bachelors
Required Skills
- General Skills: Customer Satisfaction , Quantitative Analysis
- Soft Skills: Analytical Thinking, Problem Solving, Attention to Detail, Adaptability, Agile Mindset
Responsibilities
- Conduct quality evaluations to ensure adherence to company standards, policies, and customer experience expectations
- Utilize Verint AQM to design, build, and maintain quality monitoring forms
- Develop and manage AQM KPIs aligned with organizational goals
- Generate, analyze, and interpret AQM reports to identify trends, gaps, and improvement opportunities
- Provide detailed feedback and coaching insights to leadership and frontline teams
- Partner with Operations and Training teams to recommend process improvements
- Ensure consistent application of quality standards across teams
- Maintain accurate documentation and quality records
- Support calibration sessions to ensure scoring consistency and fairness.
Qualifications
- 2+ years of experience in Quality Assurance, Quality Control, or similar role
- Customer service experience required (contact center experience preferred)
- Strong proficiency in Verint AQM, including:
- Building and modifying AQM evaluation forms
- Creating and managing AQM KPIs
- Building, analyzing, and presenting AQM reports
- Exceptional attention to detail and organizational skills
- Strong analytical and problem-solving abilities
- Ability to translate data into actionable insights
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office (Excel required; advanced skills preferred)
Preferred Qualifications
- Experience in a contact center or customer experience environment
- Experience leading calibration sessions
- Familiarity with performance management and coaching frameworks
Salary & Benefits
- Pay: Hourly, $ 5.00 – 7.00
- Benefits:
Working Hours
- Monday: 08:00 - 17:00
- Tuesday: 08:00 - 17:00
- Wednesday: 08:00 - 17:00
- Thursday: 08:00 - 17:00
- Friday: 08:00 - 17:00
- Saturday: 08:00 - 17:00
Additional Requirements
- Tech Requirements: Windows
- Language: English
About The Company
1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.
