Quality Assurance Analyst (Customer Service)

Description

**Job Description**

**Position Title:** Quality Assurance Analyst (Quality Assurance Analyst- Remote **ONLY** in Colombia)

**Language (s):**All applicants must speak fluent English. Any other language is a plus

**Contract Type:** Labor / Indefinite Terms

**Equip. required:** Dual Core (Intel i3/i5/i7 – 7ª Gen, AMD Ryzen 3 1200 / 5 1400 / 6 1700) @ 2.0 GHz, **RAM:** 8 GB, **Storage**: 256 GB HDD/SSD, **Syst ops:** Windows 11, macOS Sonoma o Linux Mint. Additionally, you must have an internet connection that meets the following specifications:

• **Download speed:** 50 Mbps
• **Upload speed:** 20 Mbps
• **Ping:** < 150 ms

**Job Start Date:**Immediate

**Location:** Remote

**Country:**Colombia

**Preferability:**People with a disability that has been *verified* and *certified* by the appropriate institution.

**Hours:**8:00 AM to 5:00 PM US CST Monday to Friday

Flexible schedule based on business needs

**Reports to:** QA Supervisor/Manager

**Description**

The role of Quality Assurance Analyst is to ensure all quality initiatives meet the company’s standards for service, professionalism, and compliance. This role is also responsible for monitoring and evaluating inbound and outbound calls as well as account treatment to make certain quality, accuracy, and consistency is maintained.

**Essential Duties and Responsibilities include the following:**

• Monitor calls and action taken on accounts to ensure that all processes and procedures used by employees are followed/adhered to at the level required by the client.
• Provide guidance, expert analysis, and feedback to team members and management
• Maintain Quality Assurance analytical systems (SharePoint and VoizTrail) to ensure high-quality standards, effective reporting, and alignment with business line needs.
• If identified, appropriately escalate received complaints to a QA Analyst III or Team Lead for handling.
• At all times maintain confidentiality of all aspects of position, which includes but not limited to, call details, account reviews, employee performance levels, complaints and development needs
• Active participation in internal team meetings as well as collective meetings with the departments we service
• Function as backup to other team members if required, to ensure completion of all daily responsibilities.
• Foster effective communication and collaboration between countries and cultures within all regions

Qualifications

• 0–2 years of experience in quality assurance, call center monitoring, or customer service operations.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook, SharePoint) and experience with quality monitoring tools such as **VoizTrail** or similar call evaluation systems.
• Strong attention to detail, analytical thinking, and problem-solving abilities to evaluate calls/account actions against client standards and identify process deviations.
• Excellent written and verbal communication skills to provide clear, professional feedback to team members and management.
• Ability to handle sensitive employee performance and client account data with discretion, while managing time effectively to meet daily quality targets.