QA Analyst Onsite

Are you a detail-oriented individual with a passion for quality assurance and a commitment to excellent customer service? Do you thrive in a fast-paced, dynamic call center environment? If so, we want you to join our team as a QA Analyst in Santiago, Dominican Republic

As a QA analyst, you will play a critical role in maintaining and improving the quality of our customer interactions. You will be responsible for reviewing and evaluating agent performance, ensuring adherence to established protocols and standards, and providing valuable feedback to drive continuous improvement.

Responsibilities:

Call Monitoring and Evaluation: Listen to and evaluate recorded calls based on predefined quality criteria, including accuracy, efficiency, empathy, and adherence to company policies and procedures.

Performance Grading: Accurately grade agent performance using established scoring systems and provide detailed, constructive feedback.

Data Analysis and Reporting: Compile and analyze data related to call quality and agent performance, generating reports to identify trends and areas for improvement.

Calibration Sessions: Participate in calibration sessions to ensure consistency in scoring and evaluation across the QA team.

Feedback and Coaching: Provide regular feedback to agents on their performance, highlighting strengths and areas for development.

Process Improvement: Identify opportunities to improve call handling processes and contribute to the development of quality assurance standards.

Compliance: Ensure all evaluations and feedback are conducted in compliance with company policies and regulatory requirements.

Script Adherence: Ensure agents are following all required call scripts and using approved phrases.

Customer Satisfaction: Monitor calls for customer satisfaction and identify areas where customer experience can be improved.

Qualifications:

Proven experience in a quality assurance role, preferably in a call center environment.

Strong understanding of call center metrics and quality assurance methodologies.

Excellent listening, analytical, and problem-solving skills.

Ability to provide constructive feedback and coaching.

Proficient in using call monitoring and evaluation tools.

Strong communication and interpersonal skills.

Ability to work independently and as part of a team.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Fluency in English.

Must be able to work onsite in Santiago, Dominican Republic.

What We Offer:

Competitive salary and benefits package.

Opportunity to work in a dynamic and growing company.

Professional development and growth opportunities.

A positive and supportive work environment.

The chance to contribute to exceptional customer experiences.

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