Job Title: Contact Center Quality Assurance Representative

Job Overview:
Contemporary Staffing Solutions is seeking a Contact Center Quality Assurance Representative to join our client to support service excellence and elevate the customer experience. In this role, you’ll monitor and evaluate customer interactions across multiple communication channels, provide performance coaching, and analyze key data trends to drive continuous improvement. This position plays a critical role in maintaining compliance, ensuring consistency, and supporting a culture of quality within a high-volume contact center.

Compensation:
$19.00/hour

Work Schedule:
• Annual Enrollment Period: 5 days per week, 8-hour shifts between 8 AM–8 PM (7 days a week; flexibility required)
• Post-March Schedule: Monday–Friday, 8 AM–6 PM

Key Responsibilities of the Contact Center Quality Assurance Representative:

• Evaluate Customer Interactions: Review recorded and live customer calls, chats, and emails to ensure service standards, compliance requirements, and company policies are consistently met.

• Deliver Performance Coaching: Provide constructive, actionable feedback and one-on-one coaching to agents to enhance communication quality, professionalism, and service outcomes.

• Analyze Quality Data: Track and interpret quality metrics to identify performance trends, training needs, and opportunities for improvement.

• Ensure Compliance and Consistency: Partner with QA peers and leadership to calibrate scoring standards and ensure fairness across all evaluations.

• Support Continuous Improvement: Contribute to refining evaluation tools, workflows, and documentation to strengthen overall service quality and team performance.

Qualifications and Skills for the Contact Center Quality Assurance Representative:

• Experience: Prior experience in a call center or quality assurance environment with a solid understanding of customer service operations.
• Communication: Strong written and verbal communication skills with the ability to provide effective feedback.
• Analytical Ability: Skilled at interpreting performance data and developing actionable recommendations.
• Detail Orientation: Exceptional attention to accuracy and compliance within reviews and reports.
• Technical Skills: Proficiency with quality monitoring systems and Microsoft Office Suite (Excel, Word, Outlook).

Why Join Us?

This is a fantastic opportunity to grow your career within a supportive and fast-paced contact center environment. You’ll have the ability to influence service quality, contribute to team success, and expand your professional skill set while working alongside a motivated and collaborative team.

About Us:
Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct hire staffing solutions. With decades of experience, we’ve grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology.
Explore more about CSS and how we connect great talent with exceptional opportunities by visiting www.ContemporaryStaffing.com.