Operations Quality Assurance Associate
About The Position
The QA Associate is responsible for ensuring the delivery of high-quality customer service by monitoring and evaluating interactions between callers and operations associates. This role plays a key part in maintaining service standards, ensuring compliance, and driving continuous improvement in the customer experience. The QA Associate collaborates with Operations Training Manager, Operations Supervisors, and Operations Management teams to support coaching, performance development, and process enhancements. You will have the opportunity to play a key role in the growth of our business, delivering life changing service to riders every day. This position is subject to UZURV’s Flexible Work Location policy.
Requirements
- Internal Employees:
- Minimum 6 Month Tenure
- WAV Trained - Or already notified of upcoming WAV Training
- No Disciplinary Action within last 6 months
- Meeting or exceeding metrics for past 3 months
- Ability to show compassion and empathy while maintaining a professional attitude
- Understanding of transportation operations and standard operating procedures
- Strong communication skills; written, spoken, and interpersonal
- Proficiency in the business tools of 2026 (Slack, NICE, Google Suite, etc).
- Proven ability to excel in QA on own calls
- Pass an initial call QA calibration test
Responsibilities
- Monitor and evaluate inbound and outbound customer calls for quality, accuracy, and adherence to company policies.
- Ensure 20-30 call evaluations are completed on all operations associates per month.
- Provide detailed feedback to associates and supervisors on performance, including strengths and areas for improvement.
- Develop and maintain quality scorecards, evaluation forms, and QA procedures.
- Identify training needs and collaborate with training teams to improve associate skills and knowledge.
- Analyze trends in associate performance and caller interactions to recommend process improvements.
- Work closely with supervisors and managers to ensure consistent quality standards.
- Prepare and present QA reports and performance metrics to leadership.
- Assist in calibrations to ensure consistency in QA evaluations across teams.
Benefits
- Competitive compensation
- 401(k) with company match
- Comprehensive healthcare benefits
- Generous PTO and paid holidays
- Training & Development courses
- A collaborative, team-based work environment
- A mission-driven culture where your work has real impact
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
