Quality Assurance Associate

Quality Assurance Associate overseeing contact-center audits, coaching and SOX compliance for WM’s North American waste and environmental services operations. Analyzing quality trends and driving process improvements.

Posted 8/19/2026full-timeWindsor • Connecticut • 🇺🇸 United StatesJuniorMid-Level💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance processes, including conducting audits for SOX compliance and analyzing performance metrics to enhance contact-center efficiency. Proficient in coaching and developing team members while managing customer interactions effectively.

Highest-signal resume keywords

Quality AssuranceSOX Compliance AuditsCall Center ExperiencePerformance AnalysisCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality KPIsTicket AuditsService AuditsReporting ToolsMS OfficeExcelWordOutlookAdvanced TypingProblem Resolution

Soft Skills

Verbal CommunicationWritten CommunicationAnalytical SkillsMultitaskingConflict Resolution

Industry Keywords

Customer ServiceProcess ImprovementTeam CollaborationTrainingCall Queues

Tech Stack

Tools & technologies

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About the role

Key responsibilities & impact

Oversee quality activities and quality KPIs for inbound call and email interactions, customer service updates and new service setup
Supplement third-party quality monitoring through individual support and coaching for low-performing agents
Perform ticket audits for each operations team and ensure proper documentation and workflows
Conduct service audits for SOX compliance
Produce audit reporting and recommend improvements, job aids and related solutions
Conduct side-by-side monitoring and coaching as requested or needed
Participate in monthly meetings and calibration sessions with the third-party quality vendor
Analyze results to identify root causes and trends that improve contact-center efficiency and quality
Participate in new-hire and skill-enhancement training
Collaborate with supervisors and management on process improvement and technology initiatives
Use reporting tools to track department, team and individual performance and quality rates
Assist with customer service calls, emails and specification creation for business continuity

Requirements

What you’ll need

High school diploma or G.E.D. (accredited)
Two years of relevant work experience
Call center or customer service experience required
Ability to work in and/or back-up all incoming call queues for various department segments
Ability to assist with dispatch when needed
Ability to cross train and develop others
Excellent verbal, written and analytical skills
Advanced typing and computer skills, including MS Office, Excel, Word and Outlook
Ability to multitask and react well under pressure
Ability to identify and resolve problems in a timely manner
Ability to prioritize and plan work activities
Ability to focus on solving conflicts and listening to others without interrupting
Ability to work efficiently and effectively independently and as part of a team
Ability to adapt to frequent changes in the work environment
Ability to manage difficult or emotional customer situations and respond promptly to service requests
Accuracy and thoroughness to meet productivity standards
None required for certificates, licenses or registrations

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term disability
Stock Purchase Plan
Company match on 401K
Paid vacation
Paid holidays
Personal days
Competitive total compensation package
REAL ID or TSA-approved alternative may be obtained if required for business air travel or federal property access