Quality Assurance Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Hire Horatio CX A tiempo completo

Position Summary: 

Horatio is looking for a highly energetic Quality Assurance Specialist. This person should be a self-motivated employee with high standards around Client expectations, Customer Success, and Quality Measures. As a Quality Assurance Specialist, you will be responsible for evaluating and assessing customer support interactions for accuracy, completeness, and adherence to established guidelines and procedures.

Responsibilities:

  • Assess and identify any errors, inconsistencies, or areas of improvement in voice and non-voice interactions.
  • Empathize with customers' concerns and frustrations, ensuring that agents respond appropriately and effectively.
  • Collaborate with customer support agents and team leads, providing constructive feedback and recommendations to enhance the overall quality of customer support interactions.
  • Escalate and communicate detailed information about voice and non-voice interactions.
  • Answer Operations questions concerning QA guidelines and policies.
  • Send out Red Flag/Fatal Error Audits to Quality Assurance Lead.
  • Understand the importance of customer satisfaction and the ability to evaluate interactions based on the resolution provided, customer sentiment, and overall experience.
Required Skills/Abilities:
  • Excellent (near-native) spoken and written English is a requirement for this job
  • Previous QA experience, preferably in a fintech environment.
  • Experience working with Zendesk is required.
  • Ability to analyze and solve complex technical issues.
  • Excellent written and verbal communication skills.
  • Familiarity with QA processes and methodologies
  • Proficiency in using CRM platforms to evaluate and analyze data effectively.
  • Aptitude for identifying patterns or trends in customer issues, and providing suggestions for process improvements or additional training requirements.
  • Strong organizational and time management skills to prioritize evaluations, meet deadlines, and ensure timely feedback to customer support agents.
  • Must demonstrate a good attitude and the ability to work as a team player
Education and Experience:
  • 1-2 years of experience as a Quality Specialist within the BPO industry.
  • Associate's or bachelor's degree in a business-related field (preferred).
  • Fintech experience is preferred.
This is an on-site position in Bogota 

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