Quality Assurance Specialist – Leadership Team
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Job Description
Remote QA Specialist auditing virtual assistant performance and identifying process gaps. Preparing reports and coordinating coaching for Ascension Business Solutions’ service operations.
Responsibilities:
- Conduct end-to-end quality assurance audits
- Evaluate virtual assistant performance using QA criteria, SOPs, and scoring standards
- Identify process gaps, performance gaps, recurring errors, trends, outliers, and escalation risks
- Monitor QA data and performance trends
- Perform data entry, validation, cleanup, and reporting
- Prepare QA reports, score summaries, and trend analyses for management and operational review
- Maintain QA documentation
- Coordinate coaching and corrective-action follow-up
- Coordinate professionally with Team Leads, Operations, MIS/SEPM, and other departments
- Support QA sessions across varying virtual assistant schedules when operationally required
- Contribute to calibration, performance improvement, and process improvement activities
Requirements:
- Basic data analytics skills with working knowledge of Microsoft Excel and/or Google Sheets
- Ability to perform data entry and validation, sorting, filtering, and basic data cleanup
- Working knowledge of IF, COUNTIF/COUNTIFS, SUMIF/SUMIFS, and VLOOKUP/XLOOKUP
- Ability to create and interpret Pivot Tables, basic charts, and simple dashboards or summaries
- Ability to identify recurring findings, performance trends, outliers, and improvement areas
- Strong attention to detail and objective evaluation using established QA criteria, SOPs, and scoring standards
- Ability to identify performance gaps, process issues, recurring errors, and escalation risks
- Good written and verbal communication skills
- Strong organizational and time-management skills
- Ability to interpret and consistently apply company SOPs, client-specific processes, and QA standards
- Ability to work independently, maintain confidentiality, exercise sound judgment, and remain objective
- Ability to coordinate with Team Leads, Operations, MIS/SEPM, and other departments
- Willingness to support QA sessions across varying VA schedules when required
- Previous experience in Quality Assurance, performance monitoring, operations, data reporting, or a related function is preferred
- Experience conducting QA audits, employee performance evaluations, or compliance/process reviews is preferred
- Experience supporting coaching, corrective-action monitoring, calibration sessions, or performance improvement initiatives is preferred
- Familiarity with KPI monitoring, escalation analysis, process improvement, and client-specific SOPs is preferred
- Experience working with multiple teams, clients, or departments in a fast-paced environment is preferred
- Must complete the application form with a Vocaroo introduction link, updated resume, device specifications screenshot, and internet speed test result
Benefits:
- Paid training and structured onboarding
- Fully remote work setup
- Company-issued laptop and noise-canceling headset
- HMO health coverage (subject to eligibility guidelines)
- Paid Time Off (PTO)
- Performance-based annual salary increases
- Additional bonuses after 6 months of tenure
- Long-term employment opportunity supporting stability, growth, and professional development
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