Job Summary:
The QA Analyst ensures the quality of customer interactions within the call center by evaluating agent performance, identifying areas for improvement, and ensuring that customer service standards are met. This role involves monitoring calls, providing feedback, and analyzing trends to enhance service quality.
Responsibilities:
Audit inbound and outbound calls in Spanish and English
Report and analyze the representative’s performance in English.
Report irregularities in the Compliance process in English.
Generation of individualized reports 1:1 in English.
Use pivot tables and vlookup to modify data in excel.
Ability to handle work under pressure and self-manage.
Qualifications:
Bilingüe SPA-ENG.
Experience in BPO audit, quality assurance, compliance process.
Other abilities: Office, negotiation, persuasion, teamwork, leadership, canva.
Plus: Visa US, knowledge in laws and ISO norms.
Experience in BPO audit, quality assurance, compliance process
What we offer
Basic Salary: 3'100.000 COP.
Long term contract.
Opportunities for professional development and growth.
Supportive and collaborative work environment.
¡Apply Now! And Let's Grow Together.