Quality Monitoring Assistant

Summary

Join Tala, a company on a mission to empower the financially underserved, as a detail-oriented Quality Monitoring Assistant. This project-based role will have you conducting QA evaluations of customer interactions, meticulously documenting findings, and contributing to operational improvements. You will work closely with the QA team, generating weekly summaries and trend analyses, and escalating any recurring issues. The ideal candidate is analytical, passionate about quality, and comfortable working independently in a fast-paced environment. This role reports to the QA Lead and involves collaboration with other QA team members. Tala offers a remote-first approach with offices globally, fostering a diverse and inclusive work environment.

Requirements

• 6 months to 1 year experience in quality assurance, customer service, or a related role
• Strong attention to detail and accuracy in evaluation work
• Comfortable working with structured scorecards and documentation guidelines
• Proficient in Google Sheets, Docs, and other basic reporting tools
• Can communicate clearly and professionally in both writing and verbal communication
• Able to work full-time for the project duration

Responsibilities

• Perform quality assurance evaluations of customer interactions (calls, chats, tickets, etc.)
• Use defined QA guidelines to assess performance and tag issues
• Maintain timely and organized documentation of evaluated samples and findings
• Support the QA team in generating weekly summaries and trend analysis
• Join calibration or review sessions with internal teams
• Escalate any recurring issues, gaps, or risks identified through evaluations
• Assist in minor reporting tasks and in preparing evaluation data as needed