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Quality Assurance (Call Center) - E Hartford, CT

Hire Evolution Consulting • Hartford, CT, US • published 2026-09-28 14:55:08.993304

Description

**Job Summary** Quality Assurance (Call Center) \- E Hartford, CT Full\-time, Contract In\-Office \| E Hartford, CT, United States **The Opportunity** Reporting to the Quality Assurance Supervisor, the Quality Assurance Specialist is responsible for conducting quality reviews across various functional areas, identifying trends and issues, and supporting continuous improvement initiatives. The successful candidate will demonstrate strong attention to detail and contribute innovative strategies to improve quality, accuracy, and operational processes. **Responsibilities** * Conduct call quality monitoring and score adherence to QA standards. * Provide actionable coaching to agents based on QA findings. * Analyze customer interactions to identify trends and root causes. * Document QA findings and maintain precise performance dashboards. * Ensure compliance with regulatory and company policies. * Track and report on key performance indicators (KPIs) for QA. * Collaborate with team to close gaps and improve process efficiency. * Participate in calibration sessions to align scoring across teams. * Assist in design and update of quality standards and playbooks. * Identify risks in call han...

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