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ResultsCX

Associate QA - Seasonal

ResultsCX Florida, United States

Outsourcing and Offshoring Consulting · 10,001+ employees

Jul 30
Remote qa Junior (0-2 yrs) Temporary United States
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About the role

The Associate QA will monitor and evaluate agent performance to ensure adherence to quality standards, compliance protocols, and client expectations. They will also prepare performance reports, identify training needs, and collaborate with team leaders to implement corrective action plans.

What they look for

Quality Assurance Call Monitoring Performance Evaluation Compliance Analytical Skills Customer Service Metrics Reporting Data Analysis CRM Platforms MS Office Communication Problem-solving Training Process Improvement

Requirements

Candidates must have 1-2 years of experience in a support process role and a graduate degree in any discipline. Proficiency in quality monitoring tools, CRM platforms, and MS Office is required, along with strong analytical and communication skills.

Full description

Associate QA - Seasonal

Full Location: Remote - United States

We are looking for a detail-oriented and analytical Associate QA - Seasonal to join our Quality team. The Associate QA - Seasonal will assist with monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations.

In this role you will:

  • Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
  • Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
  • Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
  • Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
  • Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
  • Ensure compliance with client-specific guidelines, and company policies.
  • Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
  • Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

We are looking for someone who has:

Education: Graduate in any discipline.

Experience:

  • 1-2 years of experience with ResultsCX in a support process role.
  • Strong understanding of customer service metrics.
  • Excellent verbal and written communication skills.
  • Strong analytical skills with the ability to identify trends and recommend solutions.
  • Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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