Quality Assurance Specialist

The Quality Assurance Specialist is a highly motivated professional with a strong passion for ensuring exceptional customer experiences across all touchpoints. This role plays a key part in upholding quality standards within the organization's Quality Assurance team.

Primary responsibilities include performing specialized quality-related functions such as reviewing and managing customer complaints and compliments, participating in direct customer interactions, compiling and organizing data, analyzing performance trends, and conducting research to identify opportunities for improvement. The specialist will collaborate cross-functionally with other departments to ensure alignment, drive continuous improvement initiatives, and support a culture of accountability and excellence.

This position requires strong analytical skills, attention to detail, effective communication, and the ability to translate insights into actionable recommendations that enhance the overall customer experience.

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!

Full time Benefits

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)




• TeleDoc
• HSA company match
• 3 Medical plan options including a Low Deductible PPO Medical Plan Offering




• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

Essential Duties and Responsibilities

• Perform unbiased quality assurance audits for CaptionCall and VRS teams.
• Document quality assurance activities, such as observations and test calls.
• Analyze report findings and consult with department management on corrective procedures.
• Gather and organize statistical data.
• Inspect data to detect areas of improvement or change.
• Interface with other departments focusing on quality assurance initiatives.
• Support requests for support from other departments.
• Support the development of quality assurance initiatives.
• Prepare evaluation reports and submit them to department manager.
• Execute all quality assurance procedures properly, quickly, and efficiently.
• Acquire working knowledge of quality assurance programs.
• Train and support personnel from within the team and from other departments.
• Other duties as assigned.

Supervisory Responsibility

This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions in the department.

Travel Requirements

Travel Requirements: Less than 25%

Education

Minimum 4 Year / Bachelors Degree or 5 years customer facing experience.

Experience

Minimum Years of Experience Description

Knowledge, Skills, and Abilities

• Must be familiar with Microsoft Office including Excel, Word and Outlook.
• Must be familiar with using a database or Customer Relationship Management software.
• Must be comfortable and experienced in using the telephone to make outbound calls.
• Must be able to sit at a desk for long periods of time
• Must be able to communicate effectively through telephone, email and other written communication.
• Must be comfortable communicating with Outreach and Management teams

Company Summary

Our Mission...Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision...To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.

We achieve great things together working "The Sorenson Way" with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer