Job Description

Job Summary

The Quality Assurance Analyst (QA) in a BPO setting is responsible for ensuring that customer interactions and back-office transactions meet established quality standards and client expectations. The QA will monitor and evaluate performance, provide feedback, and recommend process improvements to enhance overall service delivery.

Work Nature: BPO
Shift: Graveyard - Pacific hours
100% Remote

Key Responsibilities

  1. Monitoring and Evaluation

    • Listen to recorded or live calls and review digital interactions (e.g., emails, chat, social media) to assess quality and compliance with policies and procedures.
    • Score interactions based on predefined quality metrics (e.g., accuracy, tone, adherence to script, compliance, etc.).
  2. Reporting and Feedback

    • Document findings and maintain quality reports, dashboards, an...

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