Guidance QA Associate

1. Call Monitoring & Evaluation

• Listen to recorded and live calls to evaluate representative performance.

• Ensure adherence to scripts, compliance guidelines, and quality standards.

• Identify performance gaps and provide objective, constructive feedback.

2. Documentation & Reporting

• Enter all call evaluations and feedback accurately into the CRM.

• Prepare and share daily, weekly, and monthly QA reports internally and with clients.

• Analyze trends and highlight recurring issues or strengths.

3. Client Interaction

• Share QA outcomes, summaries, and insights with clients.

• Participate in client meetings to discuss campaign quality and improvement areas.

• Present findings clearly and professionally to support decision-making.

4. Corrective Actions (COA) & Quality Improvements

• Propose and develop Corrective Action (COA) plans to improve agent performance.

• Coordinate with operations and training teams for implementation.

• Track COA effectiveness and follow up where needed.

5. Live Monitoring & Feedback

• Conduct live call monitoring sessions and provide immediate feedback to agents.

• Support representatives in improving communication, compliance, and call handling.

• Escalate urgent quality issues promptly to management.