Quality Assurance Analyst - Intermediate

The Quality Assurance Agent is effectively responsible for executing quality control procedures for various functions and overseeing all day-to-day efforts of documenting errors found, providing feedback to agents, creating/following up coaching procedures, and analyzing findings and standard deviations that need to be addressed to improve the customer experience and reduce errors and rework for these functions.

What you’ll do:

• Execute the quality control procedure according to the quality framework defined for this business

• Document errors found and act upon these findings to have a positive impact on customer experience in conjunction with the Ops leader based on CSAT or other operative metrics

• Identify gaps in the overall operative process to proactively report them to the BU + training in order to strengthen the documentation

• Provide feedback and/or coaching to stakeholders leveraging available resources to close gaps found and following the documentation requirements to sustain internal audits by regulators (where applicable)

• Analyze findings and trends and the root cause of the standard deviations found and CSAT from the business supported

• Focus efforts in improving customer experience by reducing errors and rework 

What experience you need  

• Bilingual English B2+ level, Spoken and written

• High School Diploma

• Knowledge in Google Sheets and Slides 

• Knowledge and experience with Google Workspace

• KPIs needed: 

• AHT <  740 seg

• CSAT > 95%

• CES > 85%

• Manual ACW < 5%

• BL Accuracy > 90%

• Adherence > 90%

What could set you apart

• Knowledge of Quality procedures is a plus

• Student of Industry engineering, computer sciences, data analysis or any other college career related to processes is a plus

• Knowledge of Looker Studio is a plus

• Basic Knowledge in AI processes.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time