Quality Assurance Representative

Quality Assurance Compliance Specialist

Location : Tucson, AZ (On-Site)

Reports To : QA Operations Manager

Position Summary : We are seeking a detail-oriented and proactive Quality Assurance Compliance Specialist to support our call center operations. This role is responsible for monitoring and evaluating customer interactions to ensure service excellence, compliance, and continuous improvement. The ideal candidate will have a strong background in customer service, call center operations, and quality assurance practices.

Key Responsibilities

• Conduct call monitoring and scoring for both Client Service Specialists and Loan Counselors, evaluating customer interactions and system usage.
• Provide scheduled coaching sessions to agents, offering constructive feedback and performance improvement strategies.
• Monitor and assess agent system comments from calls and email interactions for accuracy and professionalism.
• Utilize the quality monitoring management system (Soft Phone) to compile and track performance metrics at both team and individual levels.
• Create standardized QA reports for supervisors and managers, highlighting performance trends, QA results, and areas for improvement.
• Facilitate calibration sessions with supervisors and managers to ensure consistency in call scoring and evaluation standards.
• Assist the QA Operations Manager and other QA Compliance Specialists with audits, special research projects, and other assigned duties.

Required Qualifications

Preferred Qualifications

Disqualifiers

Experience Level

Entry Level Ideal for candidates with foundational QA experience looking to grow in a structured and supportive environment.

Pay and Benefits

The pay range for this position is $18.00 / 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 :

Workplace Type

This is a fully onsite position in Tucson, AZ.

Application Deadline : This position is anticipated to close on Nov 5, 2025.

About TEKsystems

We are 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 regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.