QA Associate

Role summary

The QA Associate supports the day-to-day quality review work that helps TeamZoro maintain consistent service standards in Sri Lanka. This role reviews assigned interactions or workflows, records findings against defined scorecards, and supports the reporting and documentation routines that keep quality programs credible and useful.

This role suits someone who is observant, methodical, and comfortable assessing real work against clear standards. The role requires attention to detail, sound written communication, and the ability to capture findings accurately without losing practical context.

Responsibilities

• Review assigned customer interactions, onboarding work, or operational processes against established quality standards.
• Apply scorecards accurately and maintain complete review records in the assigned QA systems.
• Document quality findings clearly and support the preparation of coaching or improvement notes.
• Maintain review logs, calibration notes, and summary trackers with strong attention to detail.
• Escalate major quality, conduct, or process concerns through the correct QA or management workflow.
• Support recurring quality reporting and identify patterns that affect service consistency or process adherence.
• Participate in calibration or review-alignment sessions when required.
• Help maintain quality documentation, templates, and review guidance.

Required qualifications

• Diploma or bachelor's degree in business, communications, operations, or a related discipline.
• 1+ year of experience in quality assurance, customer support, operational review, or process compliance work.
• Strong attention to detail and comfort working against scorecards or evaluation criteria.
• Strong written and verbal communication skills in English.
• Ability to maintain accuracy and consistency across repetitive review tasks.
• Comfort using spreadsheets, review systems, or documentation tools.

Preferred experience

• Experience in call center QA, support QA, or service-quality environments.
• Exposure to coaching support, calibration sessions, or process-adherence reviews.
• Experience in digital platform operations or technology-enabled service teams.
• Working knowledge of Sinhala or Tamil in addition to English.

Skills

• Quality review
• Scorecard discipline
• Attention to detail
• Written documentation
• Service quality analysis
• Process adherence
• Reporting support
• Operational consistency

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to quality assurance systems across customer and operational teams.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of QA review work, scorecard use, operational review, or service-quality support where possible. Shortlisted candidates will be contacted for the next stage.