Quality Assurance Analyst

hace 1 semana

Bogotá, Colombia ContactPoint 360 A tiempo completo

**Job Summary**:
The Quality Analyst will be responsible for ensuring that the services provided by Contact Point 360 team meet the established standards of quality. This includes monitoring and evaluating the performance of agents, analyzing interactions, and providing feedback to improve service quality, customer satisfaction, and compliance with company procedures.

**Key Responsibilities**:

- **Performance Assessment**: Conduct audits and assessments of agents’ performance, focusing on key performance indicators (KPIs) such as accuracy, customer service, and adherence to protocols.
- **Feedback & Coaching**: Provide constructive feedback to agents based on evaluation results, highlighting strengths and areas for improvement. Support agents in enhancing their performance through coaching and training sessions.
- **Reporting & Documentation**: Prepare daily, weekly, and monthly reports on quality metrics, performance trends, and key issues. Document performance evaluations and outcomes accurately.
- **Issue Identification**: Identify and escalate recurring issues or trends in performance and recommend process improvements or corrective actions as needed.
- **Collaboration**: Work closely with team leaders, managers, and trainers to implement quality initiatives and ensure alignment with operational goals.
- **Training Support**: Assist in the training and development of new agents, ensuring they understand quality standards and expectations.
- **Compliance**: Ensure all evaluated interactions adhere to compliance and legal requirements, safeguarding the company’s reputation and avoiding risks.

**Qualifications**:

- **Education**: High School Diploma or equivalent (Bachelor’s degree preferred).
- **Experience**: Minimum of 0-1 year experience in a BPO environment or a similar customer service/quality assurance role
- **Skills**:
- Strong attention to detail and analytical skills.
- Excellent communication skills (written and verbal).
- Basic knowledge of quality monitoring tools and software.
- Ability to assess and critique agent performance objectively.
- Problem-solving skills and the ability to work under pressure.

**Preferred Skills (Optional)**:

- Familiarity with BPO operations and customer service standards.
- Knowledge of quality assessment frameworks (e.g., Six Sigma, ISO standards).
- Experience with call center technologies (e.g., CRM software, call recording systems).

**Key Competencies**:

- Analytical Thinking
- Communication and Feedback
- Problem-Solving
- Time Management
- Adaptability and Flexibility
- Team Collaboration

**Working requirements**
- Full-time position.
- Availability to work in rotating shifts or weekends
- No disciplinary actions in the last 6 moths
- Quality metrics on target from the past 3 months

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