DEFENDERS Quality Assurance Specialist in INDIANAPOLIS, Indiana


Mission of Quality Assurance Specialist : The Quality Assurance Specialist is responsible for providing data-driven coaching and feedback to team members of DEFENDERS and its partners.



  • Coach, through in-person and electronic communication, call center agents to ensure success in performance and achievement of business metrics

  • Partner with leadership throughout the business to ensure goal and priority alignment

  • Utilize data to identify areas of opportunity or success at the agent and team level

  • Ability to learn and utilize voice analytics software

  • Identify potential business opportunities/threats as they arise

  • Participate in cross-departmental communication to achieve set goals

  • Ability to quickly learn policies and procedures of multiple business roles and function within the organization

  • Complete workload in efficient and consistent manner

  • Complete other duties as assigned


Background and Minimum Years Experience:

  • Education – High school diploma or GED required

  • Minimum 1+ years administrative experience

  • Call center quality assurance experience preferred but not required

  • Proficiency in Microsoft Office (Excel and Word)

  • Proven professional written communication skills

  • Must complete and pass a pre-employment drug/background check.

  • If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team.

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Job ID 2018-2964


Category Administration