Quality Assurance Specialist — Guest Experience Center

Job overview

The Quality Assurance Specialist role is hybrid in Edison, NJ, with three days per week in the office and two days remote. Pay is $22–$24 per hour. The role supports the Guest Experience Center (GXC) and its commitment to consistent guest service and team development. The specialist evaluates service interactions and operational processes, investigates guest concerns, and turns findings into coaching, training, and process improvements. This work helps GXC leadership strengthen service quality and operational performance.

What you'll do

• Conduct quality and operational audits
• review guest interactions, complaints, escalated cases, and service recovery opportunities
• document findings and identify root causes and trends
• recommend follow-up actions
• provide constructive coaching
• facilitate onboarding and training
• prepare reports and quality scorecards
• collaborate on process improvements.

What we're looking for

Skills & competencies

quality assurance

guest experience

contact center

operational audits

service recovery

coaching

training

process improvement

hybrid

edison nj

$22–$24 per hour

fde llc

Work arrangement

• Weekend coverage required

Why this role

Hybrid schedule: three days per week in the Edison office and two days remote. The schedule may include one weekend day based on business needs.

About the employer

FDE LLC, d/b/a Ashley Northeast is hiring for this role. Industry: Professional and Management Development Training. Sector: 61.