Call Center Quality Assurance Specialist

Quality Assurance Specialist

TEKsystems is currently supporting a call center in Blue Bell, PA looking for a quality assurance specialist. This position will work on-site and monitor agents in the call center. Applicants must have flexibility in their schedule and be open to working weekends.

Key Responsibilities

• Monitoring customer interactions like calls, chats, and emails to ensure they meet company standards and policies.
• Evaluating agent performance, providing constructive feedback and coaching, identifying training needs, and reporting on trends to improve customer satisfaction and service quality.
• Review customer service interactions across various channels (calls, email, chat) to assess agent performance based on company standards.
• Offer constructive feedback to agents on their performance and professionalism, often through one-on-one meetings, to help them improve.
• Track and analyze key metrics to identify trends in agent and team performance and to understand how they affect customer satisfaction and other business goals.
• Make sure agents are following all necessary procedures, scripts, and regulations.
• Help develop and refine quality standards, evaluation forms, and standard operating procedures.
• Use performance data to recommend enhancements to training programs and materials.
• Compile and present performance data and analysis to management.
• Work with other evaluators to ensure consistency in scoring and feedback across the team.

Qualifications

Additional Details

Flexible schedule, 8am-8pm. Available to work weekends.

Pay and Benefits

The pay range for this position is $19.00 / hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following : medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan pre-tax and Roth post-tax contributions available; life insurance (voluntary life & AD&D for the employee and dependents); short and long-term disability; health spending account (HSA); transportation benefits; employee assistance program; time off / leave (PTO, vacation or sick leave).

Workplace Type

This is a fully onsite position in Blue Bell, PA.

Application Deadline

This position is anticipated to close on Nov 7, 2025.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in full-stack technology services, talent services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.