Quality Assurance Associate: Call Center Excellence

Paper Alternative Solutions, Inc; Latham (NY); On-site; USD 19,000 - 28,000; Full time

Job summary

Paper Alternative Solutions Inc. is seeking a Quality Assurance team member to uphold the highest standards of quality and compliance for our client, Conduent. This in-office role ensures daily QC checks, calibration, and thorough feedback across call center processes.

Responsibilities include auditing SLAs, participating in calibration, and providing analytical insights to improve performance. OT and occasional Saturday shifts may be required to meet business needs.

Qualifications

• 1-2 years Call center or Quality Assurance experience.
• Microsoft tools
• Demonstrate strong verbal and written communication skills.
• Have a High School Diploma or an equivalent level of education.
• Maintain legal authorization to work permanently in the United States without requiring visa transfer or sponsorship.
• Be able to successfully submit a background check and drug test.

Responsibilities

• Conduct daily quality control checks on production associates, utilizing random sampling, meticulous guidelines, procedures, and system tools.
• Participate in QA calibration opportunities and align to State QA requirements.
• Assist in team Chats as needed.
• Perform comprehensive quality reviews and audit inspections of call center processes and SLA compliance for state contracts.
• Provide clear, analytical feedback on areas for improvement, share findings and trends, and perform additional assigned duties.

Skills

Call center experience

QA experience

Verbal communication

Written communication

Education

High School Diploma

Tools

Microsoft Office

Job description

Paper Alternative Solutions Inc. is seeking a Quality Assurance team member to uphold the highest standards of quality and compliance for our client, Conduent. This in-office role ensures daily QC checks, calibration, and thorough feedback across call center processes.

Responsibilities include auditing SLAs, participating in calibration, and providing analytical insights to improve performance. OT and occasional Saturday shifts may be required to meet business needs.