QA Analyst - Remote

Overview

As a Quality Assurance (QA) Analyst at Holafly, you will ensure that customer interactions meet high-quality standards and contribute to continuous improvement in customer service.

In Short

• Analyze customer interactions across various channels.
• Monitor agent and AI performance using established metrics.
• Provide feedback and coaching to improve agent performance.
• Collaborate with team leaders to identify challenges and knowledge gaps.
• Propose process improvements to enhance customer satisfaction.
• Participate in QA calibration sessions and audits.
• Prepare reports on quality performance.
• Share insights with leadership for operational improvements.
• Work independently in a fast-paced, remote environment.
• Support the creation of best practices and guidelines.

Requirements

• 1-2 years of experience in quality assurance or customer support.
• Experience with quality monitoring tools.
• Strong understanding of customer service performance metrics.
• Excellent communication skills in English; other languages are a plus.
• Strong analytical and problem-solving skills.
• Familiarity with CRM platforms like Zendesk or Intercom.
• Proficiency in Google Workspace and Microsoft Office.
• Ability to adapt in a fast-paced environment.
• Empathy and passion for customer experience.
• Contractor position with flexible hours.

Benefits

• Work in a high-growth company.
• Opportunity to impact customer experience positively.
• Collaborate with a diverse team.
• Flexible working hours.
• Remote work opportunity.