Quality Assurance (QA) Specialist

• Quality Assurance Monitor, evaluate, and score interactions based on compliance, process adherence, and performance standards.

• Analyze QA results to identify trends, recurring issues, training gaps, and opportunities for process improvements.

• Provide timely, constructive, and actionable feedback to team members to enhance performance and ensure quality standards.

• Collaborate with leadership to design and implement quality improvement initiatives aligned with business objectives.

• Maintain accurate QA documentation, audit logs, and compliance reports in line with company policies.

• Support audits and continuous improvement efforts to uphold program KPIs. Collaboration & Continuous Improvement Work closely with team leads and operations to highlight areas for skill development or process enhancements.

• Assist in evaluating effectiveness of refresher programs or process changes through QA data.

• Act as a subject-matter contributor in QA-related projects and initiatives.

• Bachelor’s degree.

• 3–5 years of progressive experience quality, ideally in a BPO or client-service environment.

• Strong analytical mindset with experience interpreting QA metrics and performance data.

• Excellent observation, reporting, and coaching skills to drive actionable performance improvements.

• Proficiency in QA tools, CRM or customer engagement platforms, and reporting systems.

• Ability to manage multiple priorities in a fast-paced, hybrid work environment.

• High initiative in process improvement, compliance, and quality enhancement.

• Familiarity with QA standards, audit practices, and KPI monitoring.

• Excellent coaching, facilitation, and presentation skills.

• Analytical mindset with proficiency in metrics, dashboards, and reporting tools.

• Highly organized, detail-oriented, and capable of managing multiple priorities and locations.

Booth and Partners