Position Overview

The QA Assistant provides administrative and operational support to the Quality Assurance team of Smoothlink Technologies Inc. This role focuses on data entry, validation, tracker maintenance, reporting, and assisting in targeted QA activities such as call certifications, simulations, and mock sessions. The QA Assistant may also be assigned to support live operations (phone, email, and chat) when staffing issues arise, ensuring service continuity and adherence to company standards.

Key Responsibilities

Administrative & Data Management

• Perform accurate data entry, validation, and tracker updates for QA and operations.
• Extract, consolidate, and analyze data from company systems (OA, Joyhub, Zendesk, etc.).
• Prepare daily, weekly, and monthly reports for QA and management review.
• Maintain documentation, version control, and filing of QA records.

QA Support Activities

• Assist in targeted audits and verification tasks as directed by the QA team.
• Support call certification activities, including mock calls, email, and chat simulations.
• Help conduct knowledge checks, calibrations, and QA-related training initiatives.
• Ensure accuracy and completeness of QA documentation.

Operational Support

• Provide queue coverage by logging into phone, email, or chat channels when staffing support is required.
• Adhere to standard processes, compliance rules, and workflow requirements when assisting in operations.
• Escalate irregularities or compliance issues to QA Analysts or Team Leaders promptly.

Ad Hoc & Cross-Team Support

• Assist in special projects, system testing, and other QA-related tasks assigned by management.
• Collaborate with Training, HR, and Operations teams to address performance and compliance needs.

Qualifications

• At least 1 year of experience in customer service, data management, or QA support in a BPO environment.
• Strong proficiency in Excel/Google Sheets and data validation/reporting.
• Familiarity with customer service tools is an advantage.
• Good written and verbal communication skills; able to assist in simulations and certification sessions.
• High attention to detail, organization, and accuracy in handling data.
• Willingness to work onsite under a shifting schedule (including weekends and holidays).

Competencies

• Accuracy & Detail Orientation – Ensures reliability of trackers and reports.
• Flexibility & Adaptability – Able to shift between administrative support and live operations.
• Collaboration – Works effectively with QA, Training, HR, and Operations teams.
• Time Management – Capable of handling multiple reports, requests, and deadlines.
• Initiative – Identifies opportunities to improve QA processes and reporting.