Quality Assurance Associate
The Quality Assurance (QA) Associate will support the quality assurance effort by systematically reviewing customer interactions and applying established quality standards to approved quality scorecards. The aim of this role is to ensure that quality assurance is applied in an independent, objective and neutral manner. The goal is to improve the customer experience, and overall quality of the operators' interactions with the visitors. The QA analyst also plays a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes and adherence to corporate policies and procedures.
Role and Responsibilities
● Monitor and evaluate voice/non voice transactions
● Perform live or remote monitoring
● Provide quality performance feedback to the operators and their immediate superiors.
● Roll out quality related updates to operations
● Work in partnership with the operations leadership, along with the process of disseminating the information to ensure improvements.
● Participate in a calibration session to review performance and consistency of scoring.
● Create and implement quality guideline for standardization
● Support operations in case of staffing issues and be flexible enough to help out and perform as one of the support team members
● Quality root cause analysis
● Coordinate with other departments for process implementations/improvements
● Provide tracking and reporting of Quality Assurance metrics.
● Report creation and preparation for performance analysis
Preferred Skills
Excellent oral, written and interpersonal communication skill
Experience persuading audience and front-line employees to support new initiatives
Excellent ability to identify and analyze data for trend
Experience in providing performance feedback
Excellent time management
Ability to multitask and perform in constantly changing environment
Experience managing and driving team calibration to QA requirements
Strong organizational, planning, prioritization skills
Capacity to present oneself professionally in public
Peak Outsourcing Offers:
Great Pay - Competitive salary and benefits package.
Great Jobs - Opportunities for career growth and development.
Great Culture - A supportive and collaborative work environment and colleagues.
Employer questions
- How many years' experience do you have as a Quality Assurance Associate?
- How many years' experience do you have in a quality assurance (QA) role?
- What's your expected monthly basic salary?
- Do you have a Bachelor Degree?
- Which of the following types of qualifications do you have?
- Do you have customer service experience?
- Are you willing to undergo a pre-employment background check?
- Are you willing to undergo a pre-employment medical check?
Company profile
From its inception, PEAK has built its reputation of keeping both our employees and clients happy. We excel at recognizing and addressing the needs of our stakeholders, maintaining our philosophy of productivity, transparency, and equal opportunity across all levels of operations.
Our People
We know that the lifeblood of any company is its people. This is why at PEAK, we strive to strike the balance between maintaining high productivity and promoting a fun, stress-free work environment. Each major step that we make within the company is transparent and is consulted with our employees, getting their feedback and making them a full part of the company’s vision for its future.
Testament to our employee-centric philosophy is that many of the first people who started PEAK still remain with the company – most in leadership positions and collectively driving the company to an even brighter future.
Our Business
PEAK operates a diverse number of accounts ranging from non-voice chat support to airline distress travel account, to healthcare billing and insurance support services. In all our campaigns, PEAK maintains strict measures to ensure productivity, transparency, and accountability across all levels of operations.
Through constant communication, partnership-building, and a robust operations system, we build relationships with our clients that last.
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