Job description
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Title: J-CPT-10168 Quality Assurance Scorer Virtual Assistant
Independent Contractor – Business Support VA/ Junior-Senior Level (Remote).
Overview
20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
We are seeking a detail-oriented and analytical Quality Assurance (QA) Scorer Virtual Assistant to support daily call auditing, compliance checks, and performance evaluation for a U.S.-based call center team.
The ideal candidate has prior experience in call QA, strong analytical and communication skills, and the ability to provide structured feedback that enhances agent performance and customer satisfaction.
The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
Call Auditing & Scoring
- Regularly audit inbound and outbound calls to ensure agents follow established SOPs.
- Evaluate overall agent performance, service quality, product knowledge, and adherence to call protocols.
- Analyze dropped or disconnected calls to identify training, process, or technical issues.
- Review hold times to detect inefficiencies and opportunities to improve customer experience.
Refund & Billable Qualification
- Assess calls to determine whether they qualify as billable or non-billable based on client criteria.
- Collaborate with internal teams to gather additional information needed for refund approvals.
Documentation & Reporting
Maintain accurate, detailed records of call evaluations and scorecards.
Document key findings, improvement areas, and SOP compliance issues.
Record and report cases that meet refund criteria.
Test and validate lead capture forms to ensure proper functionality.
Feedback & Coaching Support
- Provide structured feedback to call agents to support performance improvement.
- Conduct periodic coaching or review sessions with agents based on audit findings.
- Reinforce adherence to SOPs and call quality expectations.
Process Improvement Collaboration
- Identify patterns or trends in customer calls that may indicate operational gaps.
- Suggest improvements to SOPs, workflows, and customer service processes.
- Work closely with supervisors and managers to improve overall call center performance.
Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.
Qualifications
The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:
- Previous experience in quality assurance, call auditing, or call center operations (preferred).
- Familiarity with industry-standard call center SOPs and QA methodologies.
- Strong analytical skills with the ability to identify patterns and systemic issues.
- Excellent written and verbal communication skills.
- Highly detail-oriented with strong accuracy and documentation skills.
- Proactive and resourceful—comfortable researching answers independently.
- Proficiency with call auditing tools, documentation platforms, and scoring systems.
Work Schedule
- Call auditing or QA platforms
- Google Workspace / Microsoft Office
- CRM or call tracking tools (if applicable)
- Form testing tools or ticketing systems
Work Schedule
- Contracted Hours per Week: 40 Hours
- Scheduled Working Days: Alternating weekly schedule → Week 1: Monday–Friday / Week 2: Tuesday–Saturday
- Daily Working Time: TBD; All U.S. Time Zones (EST, CST, MST, PST)
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
Terms of Engagement
- Contractors will operate under a Master Services Agreement and a Statement of Work
- This is not an offer of employment; contractors are not employees of 20four7VA or any client
- All compensation is processed through 20four7VA according to the terms of the engagement
By submitting your application, you acknowledge that this opportunity is for an independent contractor engagement and not an offer of employment. All applications will be reviewed based on alignment with client needs, qualifications, and availability. If selected, a member of our team will reach out to discuss next steps and potential client matching.
We look forward to reviewing your application and potentially working with you on future client engagements!
