Quality Assurance Analyst
bpo2b · Barranquilla
Job description
About the role
We are seeking a Quality Assurance Analyst to evaluate pre‑recorded customer calls and score agent interactions. The role ensures that service standards are met and provides actionable feedback to improve performance.
Key responsibilities
- Complete daily quality audit assignments for recorded calls.
- Provide feedback and coaching to care representatives based on audit results.
- Conduct process refresher sessions and report QA performance for the assigned team.
- Review dispute cases and participate in support meetings.
- Suggest strategies to enhance call management and overall agent performance.
- Perform any additional tasks assigned by the team leader.
Required profile
- Previous experience in Quality Assurance, preferably in a call‑center environment.
- Strong attention to detail and analytical judgment.
- Excellent verbal and written communication skills in English (minimum 80% proficiency).
- Ability to work flexible hours, handle pressure and meet deadlines.
Required skills
- Microsoft Excel
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Published 4 weeks ago
Expires 4 weeks from now
71 views · 0 interested
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bpo2b
Barranquilla
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