QA Coordinator

hace 3 días

Bogotá Cundinamarca, Colombia ContactPoint 360 A tiempo completo

The Quality Assurance Coordinator plays a critical role in supporting the QA Manager in ensuring the delivery of exceptional service quality and adherence to client expectations. This position focuses on leading QA analysts, adjusting monitoring plans, facilitating communication with stakeholders, and driving continuous improvement efforts. The QA Coordinator works collaboratively across teams to implement quality initiatives and deliver measurable results.

Key Responsibilities
- Team Coordination: Supervise and lead a team of QA Analysts, ensuring alignment with quality objectives and fostering a collaborative work environment.
- Monitoring Plan Management: Develop, adjust, and oversee the execution of monitoring plans across assigned campaigns to meet specific operational and client requirements.
- Stakeholder Engagement: Actively participate in meetings and reporting activities with stakeholders to communicate progress, challenges, and recommendations.
- Training Collaboration: Support training initiatives by identifying skill gaps and collaborating with training teams to address improvement opportunities.
- Strategic Planning: Work closely with the Vertical Manager to plan and execute assigned tasks and initiatives, ensuring timely and effective implementation.
- Quality Actions Implementation: Design and carry out quality assurance actions for assigned accounts and teams, ensuring adherence to organizational and client standards.
- Client Interaction: Engage with clients and stakeholders, providing consistent updates and addressing concerns through regular communication channels.
- Process Improvement: Contribute to the continuous improvement of quality processes by identifying inefficiencies and proposing actionable solutions.

Continuous Improvement Responsibilities
- Team Development: Provide coaching and feedback to QA Analysts, fostering a culture of learning and professional growth.
- Quality Metrics: Analyze data trends to evaluate the effectiveness of QA processes and suggest improvements.
- Collaboration: Partner with the Training & QA Manager to implement best practices and support the organization’s quality strategy.

**Qualifications**:
Experience: Minimum of 3 years in quality assurance roles, preferably within the BPO or customer service industry.

Education: Bachelor’s degree in a related field or equivalent work experience.

Skills Required:

- Leadership: Ability to manage and motivate teams effectively.
- Analytical Thinking: Strong data interpretation skills to identify trends and opportunities.
- Communication: Clear and professional verbal and written communication skills in English and Spanish.
- Problem-Solving: Aptitude for resolving issues efficiently and creatively.
- Time Management: Organizational skills to handle multiple priorities.

Additional Skills (Preferred but not Required):

- Experience with quality management tools and platforms.
- Knowledge of Lean or Six Sigma methodologies.
- Familiarity with client-facing roles and building professional relationships

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