Quality Assurance Associate - Remote

Overview

We are looking for a Quality Assurance Associate to join our Contact Center Quality and Training Team. The Quality Assurance Associate will play a critical role in ensuring the delivery of consistent, high-quality service across all channels voice, email, and chat.

In Short

• Conduct weekly audits on customer interactions to ensure compliance.
• Audit pre-authorization requests for accuracy and compliance.
• Provide structured coaching sessions for underperforming agents.
• Own the training process for new hires and mentor them post-training.
• Generate newsletters highlighting common gaps and best practices.
• Develop compliance reports for process violations.
• Support cross-functional teams by communicating observed gaps.
• Maintain a strong understanding of customer satisfaction metrics.
• Document and share audit reports with actionable feedback.
• Design coaching plans focusing on soft skills and process adherence.

Requirements

• 1 year of RCC experience.
• Strong understanding of process workflows.
• Passion for continuous improvement.
• Ability to conduct audits and evaluations effectively.
• Experience in coaching and training.
• Excellent communication skills.
• Ability to generate reports and newsletters.
• Familiarity with customer satisfaction metrics.
• Ability to work collaboratively with cross-functional teams.
• Strong attention to detail.

Benefits

• Opportunity to work in a dynamic team environment.
• Professional development and training opportunities.
• Engagement in continuous improvement initiatives.
• Supportive work culture focused on quality and excellence.
• Potential for career advancement within the organization.