QA Associate

About the role

The QA Associate is responsible for reviewing and evaluating customer interactions across various channels such as calls, emails, and chat or social media. The role ensures that frontline agents deliver consistent, high-quality customer service in line with company standards and policies.

Key responsibilities

• Monitor and evaluate customer interactions based on established quality guidelines
• Ensure agents follow proper procedures, communication standards, and customer handling practices
• Provide timely, clear, and actionable feedback to agents to support performance improvement
• Assist in coaching sessions or learning discussions when needed
• Share observations and insights with Team Managers
• Track and document quality scores and evaluation results
• Help identify common errors, trends, or recurring customer concerns
• Prepare simple reports or summaries for team review
• Participate in calibration sessions to ensure alignment in scoring
• Suggest practical improvements based on quality findings

Requirements:

• College Graduate
• 1 year QA experience in a BPO industry
• Excellent in both oral and written communication skills
• Attention to detail and ability to follow guidelines
• Basic knowledge of customer service standards and quality monitoring