QA Specialist

This is a remote position.

We are seeking a Quality Assurance (QA) Specialist to monitor evaluate and improve the performance of our customer service and dispatch teams. The QA Specialist will ensure that every customer interaction aligns with company standards providing exceptional service and accurate information. This role is critical in maintaining service excellence and driving continuous improvement within the organization.

1. Monitor and evaluate calls chats and other customer interactions for quality accuracy and compliance.
   Provide detailed feedback to agents and dispatchers to improve communication process adherence and overall performance.

2. Identify areas of improvement and recommend actionable steps for training and development.
   

3. Maintain QA reports scorecards and performance summaries on a daily and weekly basis.
   

4. Collaborate with team leads and management to ensure quality goals are met consistently.
   

5. Ensure agents follow scripts company policies and proper towing and roadside assistance procedures.
   

6. Participate in calibration sessions to ensure consistency in evaluations and scoring.
   

7. Assist in updating QA rubrics and process documentation as needed.
   

Requirements

QUALIFICATIONS

1. Minimum 2 years of experience in a Quality Assurance or Call Monitoring role (preferably in customer service or dispatch-based accounts).
   

2. Excellent verbal and written English communication skills.
   

3. Strong analytical listening and attention-to-detail skills.
   

4. Proficient with QA tools CRM systems and Google Workspace (Sheets Docs Drive).
   

5. Ability to work independently under minimal supervision.
   

6. Experience in towing logistics or roadside assistance industries is a plus.
   

7. Must be able to work during PST business hours.
   

TECHNICAL REQUIREMENTS:

1. Computer Specifications

Minimum Intel Specs

Processor: Core i7 8th generation (and above)

Core i5 10th generation (and above)

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

Minimum AMD Specs

Processor: AMD Ryzen 579 (Minimum series 3600)

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

Macintosh Specs

Processor: Core i7/ i5 / M1/ M2

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

2. Main Internet Speed Requirement

Jitter: below 10ms

Latency: below 160ms

Upload: more than 25mbps

Download more than 40 mbps

Using internet speedtest:

VoIP Speed Test 8x8 // Aircalls VoIP Speed Test Aircall// VoIP Speed Test: Check Your Network Reliability ()

LAN Cable is a must.

3. Power Backup

A reliable power backup that could sustain a minimum of 8 hours (full shift)

Examples: Generators// Solar Panels// Portable power inverters etc. (UPS is not enough)

4. Internet Backup (Secondary internet)

Jitter: below 10ms

Latency: below 160ms

Upload: minimum of 25mbps

Download: minimum of 25mbps

Power and Internet Backup is a MUST.

Benefits

WORK CONDITION

1. This is a full-time remote position requiring a stable internet connection and a quiet workspace.
   

2. Must be available to work shifts aligned with Pacific Standard Time (PST).
   

3. Compensation is provided on a weekly basis.
   

4. Rate for the QA Specialist role $2.80 USD/hr.