Quality Assuarance Associate

We are looking for a Quality Assurance Associate to join our Contact Center Quality and Training Team. The Quality Assurance Associate will play a critical role in ensuring the delivery of consistent, high-quality service across all channels voice, email, and chat. They will focus on monitoring, evaluating, and coaching RCOS to achieve excellence in customer interactions while maintaining compliance, process adherence, and service-level agreements (SLAs).

The ideal candidate should have 1 year of RCC experience, a strong understanding of process workflows, customer satisfaction metrics, and a passion for continuous improvement.

Responsibilities

Quality Audits & Evaluation

• 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).

Coaching & Performance Improvement

• 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

Training & Onboarding

• 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.

Reporting & Communication

• 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.