Description

As a Quality Specialist, you will play a critical role in evaluating the quality and accuracy of agent interactions with law enforcement agencies. Your primary responsibility is to listen to and score recorded calls, ensuring agents meet established program standards for accuracy, compliance, professionalism, and proper use of internal systems.

In this role, you will document performance findings, identify trends, and provide detailed insights that support continuous improvement across the operation. You will work closely with the Quality Manager, Training team, and Knowledge Management to help pinpoint opportunities for coaching, content updates, and process enhancements that strengthen service delivery and agent performance.

This position is based onsite at our Nashville location. Because the center operates 24/7, the Quality Specialist must be able to support quality monitoring across multiple shifts—including evenings, weekends, and holidays.

*Position is contingent upon contract award*

Must be a US Citizen

Must have the ability to pass a federal background check.
  
 
Essential Duties and Responsibilities:

• Works on assignments that are moderately difficult, requiring judgement in resolving issues
• Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures
• Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards
• Provide feedback on call monitoring results
• Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings

Minimum Requirements:

• High School diploma or equivalent with 2-4 years of experience
• Associate degree preferred
• May have training or education in area of specialization
• Must be a US Citizen
• Call center knowledge and experience preferred
• Experience using Success KPI preferred
• Ability to work onsite in Nashville, TN required
• Because the center operates 24/7, the Quality Specialist must be able to support quality monitoring across multiple shifts—including evenings, weekends, and holidays

Requirements

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