QA Engineer

• Conduct daily quality audits to ensure compliance with moderation guidelines and client expectations
• Track and monitor quality updates shared by the client, ensuring timely internal communication and alignment
• Develop and publish “Quality Bits and Pieces” job aids for each new update or process change
• Provide on-the-floor support, answer associate queries, and clarify quality-related concerns in real time
• Publish and distribute daily QA performance reports to relevant stakeholders
• Review all QA disputes submitted by Supervisors and escalate valid cases to the client for final resolution
• Facilitate weekly quality huddles with assigned teams to discuss performance trends, common errors, and best practices
• Share quality insights and trends with the Operations Manager and client as part of regular business reviews

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