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Quality Analyst
hace 1 mes
Bogotá, Bogotá D.C., CO, 111611**Description**:
- At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.- Are you an exceptional listener who
- **_AIMS HIGHER.REACHES FARTHER_** when it comes to challenges and solving problems? Can you
- **_ACT BOLD.BE PASSIONATE_** with your impressive communication skills, empathy, and strong persuasion? Can you
- **_BE ONE.HELP MANY_** in a way that provides a positive experience? Do you want to
- **_BE DIFFERENT.BE YOU_** and
- **_LEARN MORE.TAKE ACTION_**:
- ?_
**JOIN OUR TEAM TODAY**
- We are hiring a
- **Quality Analyst** to work onsite in Bogota Colombia. The Quality Analyst will be responsible for supporting call center agents in improving quality of calls while supporting a finance account.**OBJECTIVE**
Monitors customer service interactions to ensure client needs are met and enhance customer satisfaction.
**ESSENTIAL FUNCTIONS**
- Performs call monitoring.
- Prepares and analyzes internal and external audit reports for management to identify issues
and performance.
- Uses available resources to enhance customer satisfaction.
- Assists with feedback and training of individuals who have contact with customers.
- Coordinates and facilitates call calibration sessions for call center staff.
- Ensures that data and information are accurate and reliable.
**REQUIRED EDUCATION AND EXPERIENCE**
High School Diploma or its equivalent.
Typically requires 3 - 5 years of related experience.
**COMPETENCIES**
Real time call monitoring.
Customer/Client Focus.
Statistical reporting,
Problem Solving.
Communication Proficiency.
Time Management.
**WORK ENVIRONMENT**
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
**OTHER DUTIES**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
**About Continuum Global Solutions, LLC**- Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.- Continuum recruiting correspondence will always come from a talent acquisition representative with an official
