Specialist, Contact Center Quality Assurance (bilingual - Spanish)

Who We Are: Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 48 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary: Reporting to the Manager, QA & Speech Analytics, the QA Specialist is responsible for assessing the contact center representative’s call quality, chat/email quality and delivering formalized feedback. The QA Specialist will evaluate the level of quality as it pertains to legal and regulatory compliance, professionalism, accuracy of presentations to program features and benefits, grammar and overall customer experience. The QA Specialist will collaborate with Contact Center Leadership, Training, and Clients to improve overall performance of the contact center. They will conduct monitoring to ensure exceptional customer experience is provided in OHS contact center, and areas of opportunity are identified for process improvement. This hybrid role is based in our Naperville, IL office. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities Include: But Are Not Limited ToMonitor and assess agent performance to ensure adherence to processes, legal standards, and quality expectations across all contact center channels (phone, chat, SMS, email).Evaluate calls and transcripts with a strong understanding of customer experience workflows, move‑channel call flows, and client expectations. Provide clear, actionable feedback on calls and written evaluations Support consistent performance improvement. Use AmplifAI and other reporting tools to conduct trend analysis, prepare quality data, and present insights to Department Leadership and Client Relations. Partner with Contact Center Leadership, Training, Workforce, and Back‑Office teams to improve processes, create job aids, enhance scripting, and support new‑hire training on QA, sales, and retention standards. Lead weekly calibration sessions with clients and third‑party auditors, ensuring alignment on quality guidelines and call‑flow expectations. Conduct weekly audits for third‑party QA teams, share findings with leadership, and ensure Quality Monitoring and Sales Verification meet SLA requirements. Collaborate with third‑party auditors to maintain ongoing communication on call‑flow updates, representative strengths, opportunities, and improvement reminders. Support KPI improvement by providing in‑depth reporting and insights from quality monitoring and sales verification. Promote representative engagement by recognizing achievements in quality, sales, and customer retention. Provide phone support during critical periods to help the contact center meet SLA requirements. We're Excited if This is YouExperience and Qualifications of the Role 1-3 years of direct QA experience in contact center environment with proven expertise in multi-channel call evaluation and scoring Fluent bilingual (Spanish/English) – Required to evaluate bilingual agent performance and provide coaching in both languages Advanced proficiency with QA platforms like (AmplifAI and Verint, call recording systems, HRIS/UKG) and ability to extract, analyze, and report quality data Defensible call scoring methodology with Ability to document quality findings with specific timestamps, examples, and evidence that withstand agent appeals and third-party audits Deep compliance knowledge with understanding of FCC, TCPA, FDCPA, HIPAA, and industry-specific regulations applicable to contact center operations Sales and retention expertise with ability to evaluate agent performance on sales processes, upselling, customer retention, and compliance with sales scripts Coaching and feedback delivery with skill in providing constructive, behavioral feedback that drives improvement and withstands documentation scrutiny in partnership with the supervisors. Proficiency with Excel, data visualization, trend analysis, and ability to create executive-level reports for leadership Experience leading calibration sessions with clients and third-party auditors to ensure scoring alignment and SLA compliance Commitment to applying QA standards fairly and consistently with high level of integrity; willingness to stand behind findings even when challenged Leadership and stakeholder management by partnering effectively with Training, Workforce, Compliance, HR, and client executives to drive improvements Computer Skills Needed to Perform this JobProficiency in Microsoft and Google Suites Experience with Quality Monitoring Software, Amazon Workspace, AmplifAIIntermediate in Excel, Word EducationHigh School Diploma, preferred Associate Degree, or equivalent professional experience. Certificates, Licenses, Registrationsn/aWe offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $20.69 - 31.03 USD hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. Join our SUPER Team and Enjoy Amazing Benefits! Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy. Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan. Generous Paid Time Off: Take the time you need to recharge and relax. Education Assistance Program: Invest in your growth and development with our support. FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses. Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being. Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies: Command Skills: Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges. Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect. Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis. Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Written Communications: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. Compassion: Genuinely cares about people; is concerned about their work and nonwork problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others. Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.