QA Engineer

• Evaluate work completed by Operations agents against program SOPs, WINs, business rules.
• Coach Operations agents (peer to peer) on areas of opportunity for improvement.
• Perform and document results of all quality assurance evaluations on operational products and services.
• Participate in internal, vendor, or client calibration meetings as required.
• Identify and escalate critical quality issues appropriately to senior management.
• Assist with other QA-related functions and responsibilities.

QA Associate

Analyst, Operations QA