As a Customer Service Quality Assurance Associate, your goal will be to maintain a high and consistent level of support quality across the team.

Ideal candidate is required to familiarize oneself with complete process flow, requirement and Job description of QA associate. Daily tasks will be comprised of completing targeted number of evaluations, sharing feedback, arranging and delivering training sessions. Attending Calibration sessions.

Responsibilities:

• Evaluate calls of reps within a given timeline
• Assess support interactions based on internal standards
• Discuss and explain feedback with agents in regular meetings
• Create reports that reflect support performance
• Participate in calibration sessions to maintain consistency in internal evaluations
• Contribute to the team culture in a positive manner

Requirements:

• Experience in the customer service
• Proven track record of analytical skills
• Hands-on experience in quality assurance
• Great people skills and ability to communicate feedback
• Good organizational skills, knowledgeable in goal-setting practices
• Problem-solving capabilities to create meaningful strategies to improve support quality