Job Description – Quality Assurance / Back Office Support

• Conduct quality audits of back-office and voice tickets, identify defects, and provide agent feedback.
• Analyze workflows and metrics to identify trends, gaps, and process improvement opportunities.
• Maintain training materials, knowledge resources, and support change management initiatives.
• Collaborate with managers to implement process improvements and address training needs.

Qualifications

• Experience in back-office or voice support processes.
• Knowledge of client SLAs, internal metrics, and quality standards.
• Strong analytical, coaching, and communication skills.
• Familiarity with process improvement and performance enhancement methodologies.