Quality Assurance Specialist

Job Description

REQUIREMENTS

• 2+ years of experience in payroll, customer service, or client support (payroll or HR industry preferred).
• Experience in quality assurance, call monitoring, or communication review preferred.
• Strong knowledge of payroll fundamentals, including pay calculations, taxes, deductions, and year-end processes.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to identify errors or inconsistencies.
• Ability to provide professional, constructive feedback in a coaching-focused manner.
• Experience with call center systems, ticketing platforms, or CRM tools.
• Proficiency in Microsoft Office, particularly Outlook and Excel

• Must have high school diploma or equivalent.

RESPONSIBILITIES

• Monitor and evaluate inbound and outbound client calls for accuracy, professionalism, compliance, and overall customer experience.
• Review email and case correspondence to ensure responses are accurate, complete, clear, and aligned with company tone and service standards.
• Verify that payroll-related information provided to clients is correct and compliant with federal, state, and local regulations.
• Score interactions using established QA scorecards and quality standards.
• Provide detailed, constructive feedback to team members and leadership to support coaching and development.
• Identify trends, recurring errors, knowledge gaps, and service risks; recommend corrective actions.
• Track and report QA results, quality metrics, and performance trends on a regular basis.
• Partner with leadership to support coaching plans, retraining initiatives, and performance improvement efforts.
• Assist in developing and maintaining QA guidelines, scorecards, and communication standards.
• Support new hire onboarding and ongoing training by identifying opportunities for skill and knowledge improvement.
• Ensure adherence to internal policies, confidentiality requirements, and service level agreements (SLAs).

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