Process Associate – Quality Assurance

Roles & Responsibilities

• Monitor and evaluate recorded calls for quality, compliance, and customer experience.
• Assess agent adherence to scripts, communication standards, and process guidelines.
• Identify performance gaps and recommend coaching, feedback, or training needs.
• Prepare, maintain, and present quality assessment reports on a regular basis.
• Document non-compliance issues and share findings with operations and relevant teams.
• Collaborate with operations and training teams to enhance processes and agent performance.
• Ensure compliance with company policies, client requirements, and legal regulations.
• Participate in calibration sessions to maintain consistent quality standards.
• Support quality-related escalations and contribute to resolution efforts.
• Stay updated on client guidelines, industry standards, and quality assurance best practices.

Desired Skills & Competencies

• Excellent verbal and written communication skills with a neutral accent.
• Typing speed of minimum 30 words per minute.
• Basic knowledge of MS Office (Excel preferred) and computer applications.
• Previous experience or exposure to APS retrieval calling and Quality Assurance is an added advantage.
• Strong analytical skills, attention to detail, and problem-solving ability.