Quality Assurance Associate

Summary

Join our Contact Center Quality and Training Team as a Quality Assurance Associate! You will play a critical role in ensuring high-quality service across voice, email, and chat channels. This involves monitoring, evaluating, and coaching agents to achieve excellence in customer interactions and maintain compliance. The ideal candidate possesses 1 year of RCC experience and a strong understanding of process workflows and customer satisfaction metrics. You will conduct audits, provide coaching, develop training materials, and generate reports. We offer a remote-first work environment, attractive compensation and benefits, and a great work culture.

Requirements

• 1 year of RCC experience
• Strong understanding of process workflows
• Strong understanding of customer satisfaction metrics
• Passion for continuous improvement
• Ability to analyze trends, identify gaps, and propose solutions for quality improvements
• Strong interpersonal skills to guide and coach team members effectively
• Clear, empathetic, and professional in both verbal and written communication
• Ability to audit encounters with a sharp focus on accuracy and compliance
• Familiar with workflows, service-level agreements (SLAs), and consequence matrices
• Ability to handle dynamic and fast-paced environments while managing multiple priorities

Responsibilities

• Conduct weekly audits on a minimum of 7 encounters per RCO to ensure compliance with processes, tone, and quality standards
• Audit 10 (Pre Authorization) requests daily for accuracy and compliance with service guidelines
• Maintain 2% random audits on RCC encounters monthly, covering all channels—chat, email, and voice
• Document and share audit reports with actionable feedback for RCO and their (SRCAs)
• Provide two structured 1-on-1 coaching sessions per week for agents falling in the bottom 10% of quality or C-SAT scores
• Design and implement coaching plans focusing on soft skills, technical knowledge, and process adherence
• Track and follow up on
• Own the training process for new hires, including delivering initial training modules, conducting knowledge checks, and performing role-play scenarios to ensure readiness before agents go live
• Mentor newcomers for the first month post-training to handle live interactions and provide real-time feedback to improve speed-to-competency
• Develop and deliver Sunday monthly training sessions (4 hours) to address process updates and knowledge gaps
• Update training materials based on feedback from audits and SRCAs observations
• Generate bi-weekly newsletters highlighting common gaps, best practices, and tips identified through audits and evaluations
• Develop compliance reports for process violations and share insights with Quality and Training Managers
• Support cross-functional teams by communicating gaps observed during evaluations to process owners for resolution

Benefits

• Remote-first work environment
• Attractive compensation & benefits
• Great work culture