Senior Quality Assurance Specialist

About the Role We are seeking a highly detail-oriented Senior Quality Assurance Specialist to join our Audit & Client Assurance team. In this role, you will be responsible for conducting quality assurance reviews, ensuring compliance with service-level agreements (SLAs), and maintaining the highest quality standards across operational processes. You will also serve as the first escalation point for QA Specialists, perform quality spot checks, and provide coaching and guidance to support team performance and consistency. Key Responsibilities Conduct quality assurance reviews on assigned cases, ensuring accurate accept/reject decisions and proper documentation. Ensure all assigned cases are completed within established SLA timelines. Serve as the first point of escalation for complex quality assurance cases and operational issues. Provide clear guidance and recommendations to QA Specialists on quality-related matters. Perform daily spot checks on QA Specialist outputs to verify accuracy, compliance, and adherence to quality standards. Identify recurring quality concerns and recommend corrective actions and coaching opportunities. Prepare and submit daily progress reports covering workload status, escalations, quality findings, and team performance. Collaborate with managers and cross-functional teams to improve processes and enhance quality outcomes. Support monthly quality audits and continuous improvement initiatives. Requirements Bachelor's degree in Business Administration, Quality Management, or a related field. 3-5+ years of experience in Quality Assurance, Audit, Operations Quality, or a similar role. Strong analytical and problem-solving skills with exceptional attention to detail. Experience handling escalations and providing guidance to team members. Ability to review large volumes of work while maintaining high levels of accuracy. Excellent communication and reporting skills. Proficiency in Microsoft Office applications, particularly Excel and reporting tools. Ability to manage multiple priorities and consistently meet deadlines. Experience in quality control, operational audits, or compliance-focused environments is highly preferred. Show more Show less