Quality Associate​/Programmer

Professional Answering Service (PAS) is seeking a dependable, detail-oriented Quality Assurance & Programming Associate to join our team. This role is critical to maintaining service excellence, supporting agent performance, and ensuring account accuracy. The ideal candidate is proactive, adaptable, and comfortable balancing quality oversight with hands‑on operational support.

This is an in‑office role that blends call quality review, agent support, basic account programming, and phone coverage
. The Quality Associate will work closely with management to identify training opportunities, assist with day-to-day operations, and support service continuity as needed.

• Review and evaluate agent calls for quality, accuracy, and adherence to PAS standards.
• Provide feedback and insights to management to support coaching and training initiatives.
• Assist with basic account programming and quick account fixes as needed.
• Support inbound call coverage during peak times or staffing gaps.
• Maintain clear communication with management regarding trends, concerns, and improvement opportunities.
• Serve as an on‑call support resource when operational needs arise, remote equipment will be provided.

• Primary office hours: Morning hours, in‑office (we will discuss this).
• Additional availability: Must be reachable and available on an as‑needed basis during weekdays and weekends.
• This role requires flexibility and reliability to support time‑sensitive operational needs.

• Ability to work in office (this is not a remote position).
• Must be able to pass a background check.
• Strong attention to detail and sound judgment.
• Clear, professional communication skills.
• Comfort with multitasking and adapting in a fast‑paced environment.
• Basic technical aptitude (training provided for PAS systems).

• Prior experience in quality assurance, call centers, or customer service environments.
• Familiarity with call monitoring, coaching, or performance review processes.
• Experience with basic system updates or account management.