Quality Assurance Associate – Responsibilities

• Evaluate, document, and report the quality of agent/customer interactions, processes, and transactions through standardized monitoring and quality assessment methods.
• Conduct quality reviews by assessing agent performance against client and internal quality standards, including call monitoring, transaction reviews, data accuracy checks, and other key performance indicators.
• Identify quality gaps, analyze trends, and provide actionable feedback and recommendations to improve performance, efficiency, and service delivery.
• Generate quality reports and maintain accurate documentation of observations, findings, and improvement opportunities through monitoring tools and databases.
• Provide specific feedback and coaching support to supervisors and management teams to address performance opportunities and enhance team effectiveness.
• Participate in internal and external calibrati...