Job Description

Job Description

Job Description

At Peak Support, we're not just another outsourcing company, we're a dynamic, fast-growing team that values integrity, respect, excellence, collaboration, and compassion. As a Great Place to Work-Certified™ company with the best Glassdoor rating in the business process outsourcing (BPO) industry, we're committed to creating an exceptional employee experience. If you share our values and are passionate about delivering outstanding customer service, we want to hear from you! 

We need a Quality Associate with the following characteristics:

• Dependability and adaptability to flexible work schedules.
• Willingness to transition between different verticals as needed for business requirements.
• Excellent communication skills.
• Strong attention to detail.
• Basic to intermediate proficiency in Google Sheets and Microsoft Excel.
• Solid background or experience in Quality Assurance.

Your role as a Quality Associate includes, but is not limited to the following tasks:

• Monitor, evaluate, and audit tickets, chats, and calls to ensure quality is aligned with the goals and objectives of the account or department
• Regularly provide timely feedback and coaching  
• Provide reports to Service Delivery to be used for reinforcement, coaching, and updates
• Provide end of week and end of month QA reports to clients
• Ensure the integrity of all investigations and audits
• Identify areas where team members fall short and help the Team Leads and Seasonal Trainers develop refresher training
• Provide regular recommendations to the leadership team to improve audit/ticket handling and prepare action plans for individual team member improvement
• Support new hires and ongoing QA training initiatives as needed
• Maintain department reporting of QA scores, trends, and analysis
• Lead calibration, call listening, and breakout training sessions as needed
• Work on calls and tickets to maintain knowledge of the account and stay productive when audit volume is low

Other useful competencies that are not required, but are great to have:

• Has a background in MS Excel (basic functions such as sum, count, average)
• Has experience with voice and non-voice account

Peak Support and our Work-from-Home PLUS model  

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. 

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry. 

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. 

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