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. They will focus on monitoring, evaluating, and coaching RCOS to achieve excellence in customer interactions while maintaining compliance, process adherence, and service-level agreements (SLAs).

In Short

• Conduct weekly audits on customer interactions to ensure compliance and quality standards.
• Audit pre-authorization requests for accuracy and compliance.
• Provide structured coaching sessions for agents with low performance scores.
• Own the training process for new hires, including delivering training modules.
• Mentor newcomers post-training to improve their competency.
• Generate newsletters highlighting common gaps and best practices.
• Develop compliance reports for process violations.
• Support cross-functional teams by communicating observed gaps.

Requirements

• 1 year of RCC experience.
• Strong understanding of process workflows and customer satisfaction metrics.
• Passion for continuous improvement.
• Ability to document and provide actionable feedback.
• Experience in coaching and training.

Benefits

• Opportunity to develop skills in quality assurance.
• Engagement in a collaborative team environment.
• Possibility for career advancement within the organization.