Job description
Instant Teams is building out a large, dynamic, fully remote standby team that will help make a difference in communities affected by natural disasters! This is an incredible opportunity for you to put your remarkable skills to use. We’re proud to offer these roles that allow you to contribute to national resilience and emergency response. We are hiring both full time and part time Quality Assurance Specialists to this team!
Important information about this position:
● We’re actively building our team now—so when the call for support comes, we’re ready to respond
immediately.
● By joining early, you’ll be on-call for activation the moment a national response is needed. It’s preparation
with purpose—and your chance to be part of something bigger.
Why this role will excite you:
✔ Fully Remote
✔ Mission-Driven Work: This isn’t your average job. You’ll be stepping into a role that directly supports
people in times of need, helping them navigate critical services and federal assistance.
Your Availability Matters—Here’s Why:
● To respond quickly when support is needed, we rely on accurate availability from our team. You’ll be asked to
keep your availability current through your profile or monthly check-ins—whether you’re open to full-time
or part-time roles. Staying updated helps us match you to the right opportunities fast when it counts most.
● Due to federal contract mandates, U.S. citizenship is required for this position
● Equipment is BYOD initially but the client will provide equipment for the duration of the temporary project
● Must be able to pass a Department of Homeland Security background check upon activation
The Customer Success Department’s mission is to increase sustainable and proven value for our Customers, Remote Team Members and Instant Teams. Companies that deliver high-quality products and services depend on quality assurance (QA) to deliver on their promise. A Quality Assurance Specialist can use operational and analytical expertise to assist the organization exceed client quality expectations. The successful candidates will be customer obsessed, detail oriented, with great problem solving and analysis skills. This individual will be required to dive deep into situational details and insist on the highest standards in every assigned task. Quality Assurance Specialists are responsible for the development of team members, the detection and resolution of problems, and the delivery of satisfactory outcomes. Should any defects be found, it’s up to the QA Specialist to notify the Customer Success Supervisor and Manager so proper corrective actions can be taken.
Essential functions
● Supports Operations and Training by providing quality reviews assessing processes and procedures that
adhere to and align with Client expectations
● Assemble resultant findings from audits into coaching opportunities and provide guidance and coaching to
teams, and work with leads to take corrective action if necessary
● Prepare reports as it relates to coaching and performance, best practice and learning activities.
● Assist in planning and coordinating feedback to promote ongoing communication
● Assist to recognize, document suspected misconduct and process deviation when observed
● Ensure that Quality Assurance is applied in an independent, objective and neutral manner
● Identify training needs and work closely with the Skills Trainer if a trend arises
● Performing routine audits on customer facing employees and Team Leads
● Communicates changes to the quality assurance process to leadership, as well as the team members who are
receiving the assessment/review
● Collaborates with and meet weekly with operations Leadership to insure expectations are being met
● Provides accurate and timely reports to departments, individuals and teams
● Provides ideas for process improvements to enhance process efficiency, quality and customer experience
● Distributes training feedback surveys to new hires upon training completion and analyze feedback results
● Attend calibration meetings with the client as requested
● Other duties as assigned
Competencies
● Service-Oriented (We Serve with Excellence.)
● Lead from the front (We take Ownership.)
● Communication proficiency (We Communicate Mindfully.)
● Flexible (We Embrace Change Daily)
● Strong operational thought process (Intentional Curiosity)
● Excellent oral, written and interpersonal communication skills
● Exceptional listening and analytical skills
● Demonstrated ability to work well in a team environment
● Attitude and ability to providing exceptional customer service
● Exceptional time management
● Tech-savvy
● Detail Oriented
● Self-starter
● Open to flex hours
● Comfortable working independently
Required Education and Experience
● 1+ years previous experience in quality assurance
● 1+ years of experience in Contact Center work
● High School Diploma; college degree preferred
● Knowledge of Microsoft/Google systems and procedures - Excel proficiency
● Working knowledge of tools, methods, and concepts of quality assurance.
● Excellent data collection and analysis skills
Preferred Education and Experience
● Able to work comfortably in a fast paced environment
● Certificate in quality assurance
● Familiarity with military demographics
Expected Hours of Work: Up to 40 hours a week
Project based remote on-call with open shift availability 24x7
Supervisory Responsibilities: No
Location: Fully remote
Due to specific location requirements, we are NOT able to hire from the following locations:
● Alaska
● California
● Denver, CO
● Hawaii
● Illinois
● Maryland
● Massachusetts
● Minnesota
● Missouri
● Montana
● Nebraska
● Rhode Island
● Vermont
● Washington
● OCONUS
Physical Demands: This job requires computer use.
EEO and Harassment Statement
Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.
Other duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities
that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any
time with or without notice.
From our military-connected to untapped talent communities, we welcome non-linear career paths and
untraditional backgrounds and encourage applicants to apply even if they don’t meet all the qualifications. If
this role captivates you and speaks to your skills, apply away!
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Notes
Other Duties
This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)
EEO and Harassment Statement
Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.
About Us
As a customer experience (CX) marketplace, Instant Teams partners with nation’s top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.
