JOB TITLE: Quality & Insights, Specialist
REPORTS TO: Supervisor, Quality & Insights
At Asurion, we don't just redefinewe reinvent. We began by establishing a culture that rewards results and isn't confined by hierarchy. As a result, we have achieved phenomenal growth. Today, this entrepreneurial spirit is as strong as ever. It's in our DNA. We foster a culture where our team members are encouraged daily to make a differencefor our clients, customers, and themselves. Our dynamic and rewarding environment ensures that every team member can reach their full potential. This role plays a critical part in ensuring consistent, accurate quality evaluations that protect the customer experience, support compliance, and drive performance improvement across Customer Solutions.
PURPOSE AND DESCRIPTION:
The Quality Specialist is responsible for manually evaluating customer interactions to ensure adherence to quality standards, compliance requirements, and expected customer experience behaviors. This role focuses on executionlistening to interactions, applying established scorecards, and documenting findings accurately and consistently. Quality Specialists serve as the foundation of quality measurement by producing reliable evaluation data used to support coaching, compliance oversight, and operational accountability.
JOB RESPONSIBILITIES:
- Conduct manual quality evaluations of customer interactions (calls, chats, emails) using established quality scorecards and evaluation guidelines.
- Apply scoring criteria consistently and objectively to ensure fair and defensible evaluations.
- Document evaluation results clearly, including detailed rationale to support coaching and performance discussions.
- Identify and escalate potential compliance risks, policy deviations, or critical customer experience issues.
- Participate in calibration sessions to ensure alignment and consistency across Quality Specialists.
- Maintain productivity, accuracy, and timeliness standards for completed evaluations.
- Stay current on process changes, policy updates, and quality expectations.
- Support quality audits and re-evaluations as needed.
- Partner with Coaches and Leaders to clarify scoring outcomes and evaluation intent.
QUALIFICATIONS:
- High school diploma or equivalent required; bachelor's degree preferred or equivalent work experience.
- 13 years of experience in quality assurance, call monitoring, or contact center operations.
- Strong attention to detail and ability to follow defined evaluation criteria.
- Knowledge of customer experience principles and compliance standards.
- Strong written documentation skills.
- Ability to manage repetitive tasks while maintaining accuracy and consistency.
PREFERRED SKILLS:
- Experience in a call center or customer-facing operations environment.
- Familiarity with quality monitoring platforms and QA tools.
- Strong time management and organizational skills.
- Ability to receive and apply calibration feedback consistently.
- Commitment to accuracy, fairness, and continuous improvement.
