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QA slash customer service associate?

Hi. So, I’ve been promoted to become a customer service Quality Advocate. I’ve been a customer service associate (non-voice) for almost 3 years (my first job btw) and recently got promoted for QA (voice). Not exactly promoted since there’s no contract that has been signed yet. As a QA, you’re only expected to audit contacts, make a weekly report , etc. So my question is, is it also normal for QAs to takes in contact as a regular associate? Do other BPO companies do that as well? Please enlighten me. Thanks

What do you think?

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