The Role
We are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist to uphold operational excellence and drive consistent performance across our frontline teams. This role focuses on monitoring, evaluating, and improving team interactions, ensuring compliance, and supporting client satisfaction through robust QA practices and actionable insights.
Key Responsibilities:
- Quality Assurance
Monitor, evaluate, and score interactions based on compliance, process adherence, and performance standards.
- Analyze QA results to identify trends, recurring issues, training gaps, and opportunities for process improvements.
- Provide timely, constructive, and actionable feedback to team members to enhance performance and ensure quality standards.
- Collaborate with leadership to design and implement quality improvement initiatives aligned with business objectives.
- Maintain accurate QA documentation, audit logs, and compliance reports in line with company policies.
- Support audits and continuous improvement efforts to uphold program KPIs.
Collaboration & Continuous Improvement
Work closely with team leads and operations to highlight areas for skill development or process enhancements.
- Assist in evaluating effectiveness of refresher programs or process changes through QA data.
- Act as a subject-matter contributor in QA-related projects and initiatives.
Requirements
- Bachelor’s degree.
- 3–5 years of progressive experience quality, ideally in a BPO or client-service environment.
- Strong analytical mindset with experience interpreting QA metrics and performance data.
- Excellent observation, reporting, and coaching skills to drive actionable performance improvements.
- Proficiency in QA tools, CRM or customer engagement platforms, and reporting systems.
- Ability to manage multiple priorities in a fast-paced, hybrid work environment.
- High initiative in process improvement, compliance, and quality enhancement.
- Familiarity with QA standards, audit practices, and KPI monitoring.
- Excellent coaching, facilitation, and presentation skills.
- Analytical mindset with proficiency in metrics, dashboards, and reporting tools.
- Highly organized, detail-oriented, and capable of managing multiple priorities and locations.
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The Company
What We Do
Booth & Partners is a leading outsourcing and offshoring consulting firm that helps over 150 clients worldwide solve their talent and workspace challenges by specializing in building remote teams for startups and scaling businesses.
