Job Description

Position Summary:

The Quality Assurance (QA) Associate ensures consistent, high-quality customer experiences by monitoring and evaluating associate interactions and process utilization. This role applies standardized scoring criteria, identifies performance trends, and partners with leadership and training teams to recommend improvements that enhance the customer experience and service standards.

Job Duties:

• Monitor and evaluate recorded customer interactions using standardized scorecards and criteria.
• Perform quality audits across various customer management systems (e.g., Salesforce, OneSite, HappyCo) to measure adherence to policies, procedures, and service standards.
• Prepare for and participate in regular calibration sessions with stakeholders to maintain scoring consistency and alignment.
• Compile and distribute regular Quality Assurance performance reports for supported departments, identifying trends and opportunities for improvement.
• Support the development and continuous improvement of QA processes, tools, and technologies.

Minimum Qualifications / Other Expectations:

Education & Experience :

• High School Diploma or equivalent required.
• 1–3 years of experience in customer service, or contact center operations preferred.
• 1+ years of experience in Quality Assurance, or Customer Service based coaching and training preferred.

 

Other:

• Strong listening, documenting, and analytical skills.

  Compensation:

Base Pay Start Rate: $25.72

 

The Company also offers competitive benefits for full time employees including paid time off, matching 401(k), and health benefits.

 

About Us:
Irvine Company is a privately held real estate investment company and master-planner committed to creating and sustaining communities that thrive for generations.

Irvine Company is respected for its master planning and environmental stewardship of the Irvine Ranch in Orange County, including diversified operations throughout coastal California. Irvine Company brings to life neighborhoods and sustainable communities with a full range of housing, jobs, retail centers, schools, parks and open space.

We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company , our legacy and our guiding principles .

Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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Job Tags

Full time, Local area,

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