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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Assurance processes, client compliance, and data integrity while effectively communicating findings and recommendations. Proficient in utilizing QA tools and methodologies to enhance customer satisfaction and operational efficiency.
Highest-signal resume keywords
Quality Assurance AssessmentClient ComplianceData ReportingGoogle Suite ProficiencyRoot Cause Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssuranceData AnalysisDocumentationAudit ProcessesScorecard EvaluationContinuous ImprovementGrammar and Spelling ChecksTrend AnalysisClient Process OnboardingCalibration Sessions
Soft Skills
Attention to DetailEffective CommunicationTeam CollaborationAdaptabilityCoaching and Feedback
Tools & Technologies
Google DriveGoogle SheetsGoogle DocsZendeskGorgiasSalesforceQA ToolsMS Office Applications
Industry Keywords
BPOCustomer SupportHigh-Volume Support DeskCSATClient Satisfaction
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Support strategic business unit teams and leadership in assessing and ensuring quality of work and client compliance
- Perform QA assessments of customer email interactions using established scorecards and guidelines
- Complete regular audits of team members through documentation and data reporting
- Score interactions accurately and consistently, documenting findings in QA forms and templates
- Track, document, escalate, or resolve QA issues
- Identify continuous improvement opportunities and provide recommendations based on assessments
- Check compliance with client-established processes and capture grammar, phrasing, spelling, and data errors
- Review data output against client guidelines and compile weekly summary reports
- Maintain data integrity and produce high-quality work
- Provide timely reports, data, and trend analysis
- Complete onboarding into client processes, QA tools, and scoring criteria
- Assess the QA framework and recommend improvements correlated with metrics such as CSAT
- Participate in calibration sessions to align with QA guidelines and scoring standards
- Join client-facing meetings when required to discuss QA standards and best practices
Requirements
What you’ll need- 3+ years of work experience as a QA, preferably from a BPO and/or customer support environment
- Computer and technical skills; proficiency in Google Suite and other tools such as CRMs (i.e. Zendesk, Gorgias, Salesforce, etc.)
- Proven ability to work in a fast-paced team setting
- Experience working in a high-volume support desk environment
- Attention to detail and a dedication to accuracy
- Ability to communicate escalations and technical concerns to Management
- Excellent reading comprehension, verbal, and written communication skills
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Ability to confidently relay feedback, guidance, and opportunities through coaching methods
- Excellent English language skills (written and verbal) and can speak to clients/stakeholders confidently
- Knowledgeable in doing Root Cause Analysis
- Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications
- Analytical and critical thinker with strong attention to detail
- Passionate about client satisfaction
- Focused and self-motivated, able to work independently to achieve goals