Quality Assurance Associate

JOB PROFILE FORM

Job Information

**Job Title**: Associate, Quality Assurance Compensation Grade: 3

**Department: Platform Operations Quality Assurance Job Code**:
**Job Family Group**: Job Family: Operations Quality Assurance

**Work Location: Costa Rica Management Level**:
**Reports To**: Senior Manager, Quality Assurance Sales Classification: Not Applicable

**EVP**: Michel Foricher Date Submitted: 4/6/2023

Job Summary

Responsibility for evaluation and documentation of quality reviews to ensure Global Platform Entity Screening teams comply with the procedures and regulations of the organization, meet program expectations, and customer service standards.
Your role will be to conduct Quality evaluations on Operations processes, standards, and specifications, ensuring quality standards are maintained and adhered to. In addition to this, you may assist in onboarding/certification process, and identifying opportunities for process improvement, designing, implementing, supporting, participating, and executing Quality Assurance initiatives. This will involve a high level of communication and liaison with all areas of the business to assist in implementation of solutions in line with key business objectives and drivers. You will have a strong customer focus together with a solid focus on delivery and completion of tasks within agreed timeframes. You will possess a detailed understanding and appreciation of the importance that the efficient delivery of customer inquiries has on the overall customer service experience. Your excellent written and verbal communication skills will allow you to communicate effectively with key internal and external stakeholders.
Essential Job Functions

Essential Job Functions Percentage of Time
Ensuring quality standards are maintained and adhered to while performing Quality Assurance evaluations that will reflect on the decision making of our Operations team members.
60%

Contribute to recommending procedural and process changes through calibration sessions, determining quality assurance standards, constantly recognizing quality trends and additional training needs.
10%

Providing feedback results to supervisors and managers which will be also provided specialists. 10%
Contributing to the Identification of process improvement initiatives. 10%
Contributing to the development and implementation of new Quality Review processes and tools. 10%

Convera Competencies

Competencies Description
Associate
People who are entering the professional track within an organization and manage their prescribed projects and tasks.

English level B2 Able to communicate both verbally and in writing across global organization,
Time Management
Able to organize and plan how to divide your time between specific activities, additionally stay engaged during important meetings

Business Impact Ensure individual performance is meeting KPIs target
Customer Focus Constant communication with QA Senior Manager to align and improve on procedure and customer experience

Experience and Qualifications

❖ Bachelor's degree
❖ 1+ years’ experience in Customer Experience / Operations area or similar related field. Plus, experience in quality assurance would be considered as an advantage
❖ You have strong communication skills
❖ You are analytical, proactive and detail oriented
❖ You are expected to be able to work both individually and as a team contributor
❖ Fluency in English - both verbally and in writing
- Skill Area Description
Technical Skills Microsoft Office Intermediate
Soft Skills
Communication skills (written and spoken)
Customer service skills
Problem-solving skills
Time management
Administrative skills
Analytical and high attention to detail

Intermediate