What are the responsibilities and job description for the CSR QA Associate position at Tops Staffing?
CSR QA Associate (Operations Quality Assurance) Join a quality-focused operations team where your evaluations directly improve customer experiences and program outcomes. As a CSR QA Associate (Operations Quality Assurance), you’ll audit agent work against established program standards (SOPs, WINs, business rules, and related documentation), apply objective decision-making to assess accuracy and adherence, and deliver actionable coaching that helps agents consistently perform at their best. This role blends quality evaluation, process insight, and peer-to-peer coaching in a fast-moving, service-driven environment supporting healthcare-related operations. Required Skills Ability to evaluate work objectively using critical thinking and sound judgment Strong attention to detail and accuracy mindset Coaching and feedback skills (peer-to-peer), with the ability to communicate improvement opportunities clearly Analytical skills to review workflows, identify trends, and support performance improvements Moderate Excel proficiency (data validation, data entry, tables, simple formulas) Strong active listening and a consistent, empathy-forward approach in customer/patient interactions Ability to work effectively in a matrix environment with strong collaboration skills Healthcare experience required, specifically in areas such as claim processing, contact center, benefit verification, or similar Nice to Have Skills Call center and/or claim processing experience Experience supporting or contributing to training efforts (new hire, refresher, nesting) Experience with technical writing (SOPs, user manuals, work instructions) Typing proficiency and comfort building materials/presentations in PowerPoint Familiarity with quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution Preferred Education and Experience High school diploma or relevant experience Prior quality control / quality assurance experience Other Requirements Hybrid schedule: onsite Tuesday–Thursday Two shifts available: 8:00 AM–4:30 PM or 8:30 AM–5:00 PM Bring your quality mindset, healthcare operations experience, and coaching approach—and apply today to take the next step in a role where your feedback drives real improvements.