Job Description

At Peak Support, we're not just another outsourcing company, we're a dynamic, fast-growing team that values integrity, respect, excellence, collaboration, and compassion. As a Great Place to Work-Certified™ company with the best Glassdoor rating in the business process outsourcing (BPO) industry, we're committed to creating an exceptional employee experience. If you share our values and are passionate about delivering outstanding customer service, we want to hear from you!

We’re seeking a Quality Assurance Specialist who:

• Demonstrates reliability and flexibility with changing work schedules.
• Is open to transitioning between different verticals as needed for business purposes.
• Possesses excellent communication skills for effective collaboration and reporting.
• Has a keen eye for detail to ensure thorough and accurate quality assessments.
• Holds average proficiency with Google Sheets and Microsoft Excel.
• Brings a solid background and experience in Quality Assurance.

What You’ll Do:

• Audit calls and tickets to ensure adherence to quality standards.
• Coach team members based on audit findings, with weekly sessions to enhance performance.
• Analyze call and ticket data to identify trends and opportunities for process improvements that drive customer satisfaction (CSAT).
• Collaborate with project leads on coaching and development initiatives to support team growth.
• Prepare and send weekly audit reports to keep stakeholders informed of quality metrics.
• Conduct QA calibration sessions with leads, either weekly or bi-weekly, to align on quality standards and expectations.
• Ad hoc tasks as required.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.