QA Specialist

The SEOReseller Quality Specialist at Competency Level 1 primary responsibility is to
support the organization and partner’s growth through on-time, accurate and highquality QA coaching and monitoring of Partner Success and Growth Executives as well
as sales calls. This role will also work closely with the operations leadership team in
developing and implementing training, process and operations improvements based on
data from QA analysis. This role will also be responsible in ensuring clear, updated and
relevant QA guidelines for calls and emails.
DUTIES AND RESPONSIBILITIES:
I. PROCESS
Call and Email Quality Completion:
1. Review, rate and audit based on quality guidelines calls, emails and chat
conversations of Partner Success and Growth Executives with Partners and
clients.
2. Identify areas for improvement and make recommendations and develop action
plans with coachees
3. Ensure that all quality audits are accurately and consistently completed within
service level agreements.
Continuous Improvement
1. Continuously find ways to do things better and more efficiently.
2. Continuously upskill himself either through self-learning or from proactively
asking for upskill sessions from direct leaders through books, online courses,
special projects, mentoring, special projects, 3rd party vendors, online courses or
any other means.
3. Define and establish industry standards.
4. Monitor competitor’s partner programs and make recommendations on how to
level up quality standards.
Reports completion, Timeliness and Accuracy
1. Generate timely and accurate reports based on quality audits that will help
leaders and individual contributors’ insight.
2. Create and maintain quality assurance records and reports.
Calibration Session Completion
1. Schedule and facilitate calibration sessions with leaders and individual
contributors to ensure alignment.
2. Design and create an objective process to measure how calibrated each
participant is.
3. Document, develop and cascade continuous clarification on quality attributes
based on calibration sessions.
II. CUSTOMER
Call and Email QA coaching (Timeliness and Volume)
1. Provide constructive, helpful and relevant feedback based on quality audits.
2. Work with coaches in developing SMART action plans and commitments to
ensure success and compliance in the next audit.
3. Ensure coaching compliance.
QA Support through Email Tips and Huddle Sessions
1. Provide support to operations (leaders and direct reports) through regular email
tips, huddle sessions or any other means that’ll be helpful in driving the targeted
behaviors.
2. Conduct Mock Calls as necessary to objectively measure alignment to attribute.