QA Specialist

The Quality Assurance Associate plays a pivotal role in maintaining and enhancing service excellence across all assigned campaigns. The incumbent is responsible for evaluating interactions, ensuring adherence to client guidelines, project SOPs, and internal quality standards. This role demands an analytical mindset, precision in execution, and a strong commitment to continuous improvement. The Quality Assurance Associate will identify performance gaps, recommend corrective measures, and collaborate with cross-functional teams to elevate the overall customer experience.

Key Responsibilities

1. Quality Audits and Compliance

• Conduct daily, weekly, and monthly audits of customer interactions (calls, emails, chats, or CRM records) to ensure compliance with client expectations, internal standards, and SOPs.
• Review and evaluate agents' performance using defined QA scorecards and audit criteria.
• Maintain high levels of audit accuracy by following established quality monitoring procedures and calibration standards.
• Identify process deviations, document findings, and recommend Corrective and Preventive Actions (CAPA) for observed non-compliance.
• Track performance trends, recurring issues, and potential risks that impact compliance, productivity, or customer experience.
• Collaborate with QA Leads and Operations teams to ensure audit completion rates meet targets and deadlines.
• Support in maintaining and refining quality control systems, evaluation forms, and feedback mechanisms.
• Prepare and update reports, dashboards, and summaries to reflect QA outcomes, accuracy scores, and compliance statistics.
• Participate in calibration sessions to align scoring standards across QA teams and ensure consistency in audit practices.
• Ensure strict confidentiality and integrity in handling quality records and agent performance data.

2. Feedback, Coaching, and Development Support

• Provide constructive feedback to agents based on QA evaluations, focusing on both compliance and soft skill improvement.
• Collaborate with the QA Lead to identify training needs and recurring quality concerns within campaigns.
• Recommend and support the delivery of refresher trainings and coaching sessions to address identified performance gaps.
• Maintain accurate records of feedback sessions, action plans, and post-coaching evaluations.
• Assist in evaluating the effectiveness of coaching interventions through pre- and post-assessments, ensuring measurable performance improvement.
• Promote a culture of quality ownership, continuous learning, and process adherence among operational staff.

Knowledge, Skills, and Abilities

Education

• Bachelor's degree in Business Administration, Communications, Management, or a related discipline.

Skills and Competencies:

• Strong analytical and observational abilities with attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Ability to evaluate data objectively and provide actionable insights.
• Familiarity with Quality Management Systems (QMS) and audit tools (preferred).
• Understanding of customer service principles and BPO quality frameworks.
• High degree of professionalism, integrity, and confidentiality.

Experience:

• 1–3 years of experience in Quality Assurance within a BPO or contact center environment.
• Exposure to client-driven QA frameworks, performance monitoring systems, and CRM platforms is an advantage.

Job Type: Full-time

Work Location: In person