Performance Optimization Analyst

hace 4 días


Medellín, Antioquia, Colombia Humanly (humanly) A tiempo completo

About Humanly

Humanly is a company that leverages a cloud-based infrastructure to deliver next-generation customer experience to fast-growing technology companies. We operate in multiple sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

Our People First culture is built on the principles of constant motion, innovation, and inclusivity. We strive to create an environment that fosters growth, learning, and development among our employees. This philosophy has enabled us to expand our workforce globally and establish ourselves as a reliable partner for businesses looking to improve their customer engagement.

Job Summary:

The Quality Analyst will play a key role in ensuring that our customers receive exceptional service and support. This individual will be responsible for auditing calls/interactions/transactions, coaching agents for performance improvement, reporting performance metrics, and identifying areas for process/system improvements.

Responsibilities:

  • Audit calls/interactions/transactions for aligned agents
  • Coach agents for performance improvement
  • Report performance metrics for aligned span
  • Identify and escalate potential quality issues
  • Develop and implement process/system improvements

Requirements:

  • Bilingual in English & Spanish with a minimum B2 proficiency in English
  • At least 2 years in college (BS or BA preferred)
  • Minimum of 1-year experience as Quality Analyst (preferred)
  • Basic excel/google sheets skills
  • Problem-solving skills
  • Preferably familiar with application of basic quality tools

We Prioritize Your Well-Being: At Humanly, we offer competitive industry salaries and comprehensive benefits packages to ensure our employees' well-being. We also encourage internal mobility and professional growth at all stages of an employee's career within Humanly.



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