We are seeking an analytical and detail-oriented Quality Assurance Analyst - Intermediate to join our team. The ideal candidate will have strong critical thinking and problem-solving skills, and will be responsible for executing quality control procedures and driving continuous process improvements to enhance the customer experience.

What you’ll do

Demonstrates strong knowledge & understanding of the business unit, business rules, policies, procedures & processesEnsure all QA activities align with company policies and regulatory requirementsStay up-to-date on any changes to business processes, policies, or regulations.Familiarize yourself with the scoring rubrics used to assess agent performance.Demonstrates knowledge on the specific tools used for call recording, performance monitoring, and audit documentation.Develop, understand and update quality standards, procedures, and guidelines.

What experience you need 

English and French: Minimum B2 proficiency level.High School Diploma Required.No disciplinary actions within the last 6 months.Demonstrated success in meeting established KPIs for the last 6 months.Knowledge of Time Tracker tool.Skilled in using Google Sheets to track data, generate reports, perform analysis, and create presentations.Knowledge on Business Care services.
 

What could set you apart

Strong Communication, Problem-Solving, and Attention to Detail are valued.Knowledge of Tableau and Verint.Proactive Mindset: You are a proactive person who actively seeks out improvements.Collaborative Spirit: You thrive in a teamwork environment.Studies in engineering or quality certifications are a plus.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time