Quality Specialist - Nashville, TN

As a Quality Specialist, you will play a critical role in evaluating the quality and accuracy of agent interactions with law enforcement agencies. Your primary responsibility is to listen to and score recorded calls, ensuring agents meet established program standards for accuracy, compliance, professionalism, and proper use of internal systems. In this role, you will document performance findings, identify trends, and provide detailed insights that support continuous improvement across the operation. You will work closely with the Quality Manager, Training team, and Knowledge Management to help pinpoint opportunities for coaching, content updates, and process enhancements that strengthen service delivery and agent performance. This position is based on‑site at our Nashville location. Because the center operates 24/7, the Quality Specialist must be able to support quality monitoring across multiple shifts—including evenings, weekends, and holidays. *Position is contingent upon contract award* Must be a US Citizen Must have the ability to pass a federal background check.