Quality Assurance and Operations Associate 

Main Responsibilities

• Evaluate, document, and report the quality of agent-customer interactions through standardized call monitoring
• Provide specific feedback to supervisory and management staff regarding agent performance
• Participate in internal calibrations to ensure a thorough understanding of client requirements
• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call handling. This includes call monitoring, review of data entry and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.)
• Provide specific feedback to management staff regarding agent areas of opportunity for their team members
• Responsible for completing the required number of quality reviews for each agent based on client/company performance guidelines
• Document all observations thoroughly by maintaining observation forms and monitoring database
• Participate in internal client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence 
• As applicable, responsible for completing daily summary and sales reporting
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties 
• Perform other duties as assigned by management

Required Skills

• Demonstrated ability to meet client requirements based on recent quality metrics meeting or exceeding required standards
• Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action
• Ability to coach and provide constructive feedback on proper process and techniques
• Strong organization and time management skills 
• Proficient personal computer skills including Microsoft Office
• Excellent listening and problem-solving skills
• Excellent interpersonal, written, and oral communication skills

Qualifications

• Minimum of two (2) years university required and two (2) years work experience or Bachelor’s Degree preferred 
• Prior quality assurance and/or monitoring experience a plus
• Ability to prioritize and organize work in a multitasked environment
• Ability to adapt to a flexible schedule
• Ability to maintain the highest level of confidentiality

Professional Values

• Strong work ethic and high attention to details is a must
• Exhibit professionalism and commitment to the role, the company, and the creation of the product
• Honest, Self-Aware of professional capabilities, and always open to learning and improving
• Drive to continuously improve

Application Form