Job Description

CoAd Summary:

CoAdvantage is a leading human resource solutions provider for small to mid-sized companies. We are HR experts who partner with small businesses nationwide to administer payroll, benefits, workers’ compensation and core HR management. Headquartered in Tampa, Florida, CoAdvantage has offices throughout Florida, Georgia, Texas, Colorado, California, New Jersey and New York, and serves more than 90,000 worksite employees in all 50 states. We’re looking for the best professionals in our markets who are interested in building a successful and rewarding career and be part of a focused, energetic team dedicated to delivering excellence to America’s small business owners.

Position Summary:

The Phone & Email QA Representative is responsible for monitoring and evaluating client interactions to ensure high-quality service, accuracy, and compliance with company standards. This role focuses on reviewing calls and written communications to ensure payroll information is accurate, responses are clear and professional, and service expectations are met. The QA Representative partners with Payroll Operations and Client Service leadership to provide feedback, identify trends, and support continuous improvement.

Essential Job Functions:

• Monitor and evaluate inbound and outbound client calls for accuracy, professionalism, compliance, and overall customer experience.
• Review email and case correspondence to ensure responses are accurate, complete, clear, and aligned with company tone and service standards.
• Verify that payroll-related information provided to clients is correct and compliant with federal, state, and local regulations.
• Score interactions using established QA scorecards and quality standards.
• Provide detailed, constructive feedback to team members and leadership to support coaching and development.
• Identify trends, recurring errors, knowledge gaps, and service risks; recommend corrective actions.
• Track and report QA results, quality metrics, and performance trends on a regular basis.
• Partner with leadership to support coaching plans, retraining initiatives, and performance improvement efforts.
• Assist in developing and maintaining QA guidelines, scorecards, and communication standards.
• Support new hire onboarding and ongoing training by identifying opportunities for skill and knowledge improvement.
• Ensure adherence to internal policies, confidentiality requirements, and service level agreements (SLAs).

Required Skills and Experience:

• 2+ years of experience in payroll, customer service, or client support (payroll or HR industry preferred).
• Experience in quality assurance, call monitoring, or communication review preferred.
• Strong knowledge of payroll fundamentals, including pay calculations, taxes, deductions, and year-end processes.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to identify errors or inconsistencies.
• Ability to provide professional, constructive feedback in a coaching-focused manner.
• Experience with call center systems, ticketing platforms, or CRM tools.
• Proficiency in Microsoft Office, particularly Outlook and Excel
• Bi-lingual spanish speaking is preferred

Educational and Professional Licensing or Certification Requirements:

• Must have high school diploma or equivalent.

EEO

CoAdvantage is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breast feeding and pregnancy-related medical conditions), gender, gender identity or expression, sexual orientation, marital status, uniform service member and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

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