Quality Assurance Associate

Paper Alternative Solutions • Latham, NY

12d • Onsite

About The Position

As a member of the Quality Assurance Team you will play a pivotal role in maintaining the highest standards of quality and compliance within the organization of our client, Conduent. Your responsibilities will include: · Conduct daily quality control checks on production associates, utilizing random sampling, meticulous guidelines, procedures, and system tools. · Participate in QA calibration opportunities and align to State QA requirements. · Assist in team Chats as needed. · Perform comprehensive quality reviews and audit inspections of call center processes and Service Level Agreement (SLA) compliance for state contracts. · Provide clear, analytical feedback on areas for improvement, share findings and trends, and perform additional assigned duties. The position is an in-office position that could turn into a work from home position if performance requirements are met. The position may require call handling during peak volumes. Your contributions will be instrumental in safeguarding our reputation for excellence and ensuring the satisfaction of our state clients.

Requirements

• 1-2 years Call center or Quality Assurance experience.
• Microsoft tools
• Demonstrate strong verbal and written communication skills.
• Have a High School Diploma or an equivalent level of education.
• Maintain legal authorization to work permanently in the United States without requiring visa transfer or sponsorship.
• Be able to successfully submit a background check and drug test.

Responsibilities

• Conduct daily quality control checks on production associates, utilizing random sampling, meticulous guidelines, procedures, and system tools.
• Participate in QA calibration opportunities and align to State QA requirements.
• Assist in team Chats as needed.
• Perform comprehensive quality reviews and audit inspections of call center processes and Service Level Agreement (SLA) compliance for state contracts.
• Provide clear, analytical feedback on areas for improvement, share findings and trends, and perform additional assigned duties.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED