Quality Assurance - Senior

The Quality Assurance Analyst - Senior 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

• Assist, coach and provide feedback to improve and avoid any procedural and legislative errors or breaches which may have adverse effects towards the company as a whole. 

• Provide support to Client Experience (CX) Agent in relation to all processes. 

• 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 

• Take ownership of escalations/special requests to ensure all complaints or disputes are resolved in a timely manner.

What experience you need :

• Bilingual English B2+ level, Spoken and written
• High School Diploma
• Knowledge in Google Sheets and Slides 
• Knowledge and experience in Excel, including proficiency in VLOOKUP, PivotTables, and advanced formulas.

For Internal Applicants KPIs needed: 

• -AHT <  740 seg
• -CSAT > 95%
• -CES > 85%
• -Manual ACW < 5%
• -Quality > 90%
• -Adherence > 90%

What could set you apart:

• Knowledge and experience with Google Workspace
• 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.
• Lean Six Sigma, Agile, or equivalent process improvement certification.
• Proven experience in Root Cause Analysis (RCA) and continuous improvement methodologies.
• Experience in training, mentoring, or developing quality improvement workshops.
• Proficiency in SQL or BI tools like Power BI/Tableau to complement reporting skills.
• Basic Knowledge in AI processes.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time