Associate Quality Assurance Analyst - Seasonal

ResultsCX • Norristown, PA

31d • Onsite

About The Position

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

Requirements

• Graduate in any discipline.
• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree