QA Specialist
Insight Global, Richmond, VA, United States
Key Responsibilities
Conduct extensive call monitoring and transaction audits to ensure adherence to regulatory, client, and internal quality standards
Evaluate supplier performance across calls, data entry, complaint handling, and other quality‑impacting metrics
Identify compliance risks and recommend corrective actions and process improvements
Partner with supplier management to discuss findings, set improvement timelines, and track resolution
Serve as a quality and compliance resource for suppliers and internal departments when critical issues arise
Process and manage consumer complaints across multiple clients, ensuring proper handling per client‑specific requirements
Request and analyze supporting documentation from suppliers (call recordings, call logs, data files, etc.)
Prepare and deliver supplier compliance evaluation reports to QA leadership - Support special projects and additional QA initiatives as assigned
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Intermediate proficiency with Microsoft Excel, Outlook, and spreadsheet‑based reporting
2-3 years of quality assurance experience with familiarity with auditing, compliance, or related experience preferred
Experience with complaints, call center regulations, and/or escalations
Ability to manage multiple priorities in a high‑volume environment
Strong problem‑solving and analytical skills
Experience or knowledge of debt collection regulations or the collections industry (plus)
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Conduct extensive call monitoring and transaction audits to ensure adherence to regulatory, client, and internal quality standards
Evaluate supplier performance across calls, data entry, complaint handling, and other quality‑impacting metrics
Identify compliance risks and recommend corrective actions and process improvements
Partner with supplier management to discuss findings, set improvement timelines, and track resolution
Serve as a quality and compliance resource for suppliers and internal departments when critical issues arise
Process and manage consumer complaints across multiple clients, ensuring proper handling per client‑specific requirements
Request and analyze supporting documentation from suppliers (call recordings, call logs, data files, etc.)
Prepare and deliver supplier compliance evaluation reports to QA leadership - Support special projects and additional QA initiatives as assigned
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Intermediate proficiency with Microsoft Excel, Outlook, and spreadsheet‑based reporting
2-3 years of quality assurance experience with familiarity with auditing, compliance, or related experience preferred
Experience with complaints, call center regulations, and/or escalations
Ability to manage multiple priorities in a high‑volume environment
Strong problem‑solving and analytical skills
Experience or knowledge of debt collection regulations or the collections industry (plus)
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