Qa Analyst - Call Center

**Summary Position**

The **QA Analyst** contributes to the development of our agents on providing a world class customer service through monitoring the difference channels available, analyzing trends, providing accurate findings for coaching purposes and behavior modification aligned to the organization and client's objectives.

**Responsibilities**:

- Audit and evaluate inbound and outbound sales calls to assess adherence to Company QA guidelines.
- Collaborate with the training team to identify areas for improvement and contribute to ongoing training programs.
- Document quality assurance activities with internal reporting and audits.
- Collaborate with the QA team to enhance existing guidelines and processes.
- Generate comprehensive reports on QA audit results for management review.
- Participate in calibration sessions to ensure consistency in evaluations.
- Work closely with operational teams to resolve process ambiguity by calibrating audit process and parameters.
- Ensure Standard Operating Procedures (SOPs) and client specific practice instructions are followed and report any gaps identified with recommendations for improvement.

**Qualifications**:

- Strong understanding of sales processes, techniques, and industry standards.
- Excellent analytical and problem-solving skills.
- Exceptional attention to detail and organizational abilities.
- Ability to work independently and collaboratively within a team.
- Previous experience in a similar role within a sales environment is preferred.
- Be unbiased in QA reports, integrity is important.

**SKILLS**
- Be Objective
- Attention to detail
- Organized
- Enthusiastic
- Creative
- Goal Oriented
- Analytical
- Time management
- Experience working with Microsoft excel and Microsoft Office.
- QA Experience (or similar)

Tipo de puesto: Tiempo completo

Sueldo: $16,000.00 - $17,000.00 al mes

Horario:

- Lunes a viernes
- Turno de 10 horas

Prestaciones:

- Ayuda o servicio de transporte
- Caja de ahorro

Escolaridad:

- Bachillerato terminado (Obligatorio)

Experiência:

- Atención al cliente: 1 año (Obligatorio)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

Fecha de inicio prevista: 07/06/2024