Senior Quality Assurance Specialist

TL;DR

Senior Quality Assurance Specialist (Contact Center): Conducting quality assurance reviews for contact center agents across phone, chat, and email interactions with an accent on monitoring standards, identifying trends, and process improvements. Focus on facilitating call calibrations, targeted reviews, and driving advances through voice analytic software and AI.

Location: Phoenix; Remote. Must be available to collaborate and communicate in regularly held in-person meetings.

Compensation: $23 – $27 per hour

Company

hirify.global is transforming mortgage servicing and consumer direct lending with a technology-first, AI-native approach, backed by Andreessen Horowitz and managing over $130 billion in loans.

What you will do

• Conduct QA reviews for contact center agents, facilitate call calibration sessions, and resolve complex QA inquiries.
• Monitor and evaluate phone, chat, and email interactions to ensure quality standards.
• Identify training, performance, and process improvement opportunities.
• Maintain knowledge of call center requirements by performing front-line tasks.
• Meet daily/weekly QA audit quotas and complete targeted reviews.
• Foster relationships with partners to ensure consistent quality standards.

Requirements

• Exceptional organization and time management skills.
• Ability to work productively with minimal supervision.
• Basic/Intermediate Excel/Google Sheets; proficiency in Microsoft products.
• Analytical problem-solving and ability to break down complex concepts.
• Excellent written/verbal communication and strong interpersonal skills.
• Strong understanding of customer service best practices; 2+ years quality experience preferred.
• High School Diploma or GED required.

Culture & Benefits

• Competitive salary, 401k plan, comprehensive medical/dental/vision benefits.
• In-office snacks, Bagel Fridays, commuter benefits for transportation/parking.
• Learning & development opportunities, 360-degree feedback, company orientation.
• 17 days PTO, sick days, 11 holidays, 12 weeks paid baby bonding leave.