Quality Assurance & Training Lead

Automatic Data Processing, Inc.; Anaheim (CA); On-site; USD 29,000 - 33,000; Full time

Job summary

Automatic Data Processing, Inc. is seeking a Quality Analyst/Trainer in Anaheim, CA to develop SOPs, audit processes, and monitor agent performance to ensure quality and compliance. You will deliver insights to leadership and train new agents on best practices and service standards.

The role emphasizes data-driven improvements, weekly reporting, and collaboration with sales and customer service teams to support MOM and quality goals. A strong background in QA and KPI tracking is required.

Qualifications

• Experience in quality assurance, compliance, or operations in customer service or sales.
• Strong SOP development, auditing, and KPI monitoring knowledge.
• Excellent data interpretation and reporting skills.
• Strong communication and coaching abilities; proficient with MS Office.

Responsibilities

• Develop and maintain SOPs to support compliance, audit readiness, and customer service excellence.
• Design and implement a quality management system across departments.
• Monitor and evaluate agent performance against KPIs to identify improvements.
• Track and analyze trends in agent behavior to drive continuous improvement.
• Deliver weekly performance reports and data presentations to leadership.
• Audit contracts from inside sales and customer service for accuracy and compliance.
• Conduct detailed reviews of escalated calls and provide actionable feedback.
• Troubleshoot system and program issues to maintain smooth operations.
• Train and support new agents in compliance, best practices, and service standards.

Skills

Quality assurance

Compliance

Operations

SOP development

Auditing

KPI monitoring

Data analysis

Communication

Coaching

MS Office

Tools

Call center systems

CRM platforms

Contract management

Job description

Automatic Data Processing, Inc. is seeking a Quality Analyst/Trainer in Anaheim, CA to develop SOPs, audit processes, and monitor agent performance to ensure quality and compliance. You will deliver insights to leadership and train new agents on best practices and service standards.

The role emphasizes data-driven improvements, weekly reporting, and collaboration with sales and customer service teams to support MOM and quality goals. A strong background in QA and KPI tracking is required.