Quality Analyst - Remote

Overview

We are looking for an experienced Quality Analyst to perform audits to ensure consistency in the quality of client interaction and ensure the Customer Service team is using defined procedures.

In Short

• Inspect procedures of the entire Customer Service cycle for efficiency and compliance.
• Understand customer needs to develop effective quality control processes.
• Review and score agent interactions with customers for adherence to standards.
• Provide constructive feedback to agents monthly.
• Participate in calibration sessions.
• Review customer feedback regularly for appropriate responses.
• Collaborate with Team Leads for coaching needs.
• Devise procedures to inspect and report quality issues.
• Monitor quality interactions across customer touch points.
• Keep track of metrics and KPIs to achieve goals.

Requirements

• Proven experience in quality assurance or a related field.
• Strong analytical skills and attention to detail.
• Ability to provide constructive feedback effectively.
• Experience in customer service environments.
• Excellent communication and collaboration skills.
• Familiarity with quality assurance methodologies.
• Proficient in data analysis and reporting.
• Ability to work independently and proactively.
• Commitment to continuous improvement.
• Knowledge of legal standards related to quality assurance.

Benefits

• Work remotely within Colombia.
• Join a diverse team of over 700 members.
• Contribute to innovative online solutions.
• Be part of a mission-driven company.
• Foster an inclusive workplace culture.
• Opportunity for professional growth and development.
• Engage in creative and collaborative projects.
• Receive competitive compensation.
• Access to training and resources.
• Participate in team-building activities.