Empleos de humexa

Position Title: Quality Analyst

JOB SUMMARY

The Quality Analyst (QA) is responsible for monitoring, assessing, and improving the quality of customer interactions, processes, and overall service delivery within the organization. The QA ensures compliance with company standards, identifies areas for improvement, and provides actionable feedback to enhance performance and customer satisfaction.

ESSENTIAL DUTIES and RESPONSIBILITIES

1. Quality Assurance Monitoring:

• Evaluate customer interactions (calls, chats, emails) to ensure compliance with company policies, procedures, and industry regulations.
• Identify trends, patterns, and areas of improvement in customer service delivery.
• Develop and update quality standards and scorecards based on business needs.

2. Performance Evaluation & Feedback:

• Provide detailed feedback to agents and team leads regarding performance metrics, quality issues, and opportunities for improvement.
• Conduct coaching sessions and calibration meetings with supervisors to align on quality expectations.
• Collaborate with training teams to address knowledge gaps and improve service skills.

3.Process Improvement & Compliance:

• Analyze workflow processes and suggest improvements to enhance efficiency and quality.
• Ensure that company policies and regulatory requirements are consistently met.
• Support initiatives aimed at improving customer experience and reducing errors.

4. Data Analysis & Reporting:

• Generate reports on quality performance metrics and trends.
• Identify recurring issues and work with management to implement corrective actions.
• Maintain documentation of evaluations, feedback, and performance trends.

5.Training & Development:

• Assist in the creation of training materials based on quality assessment findings.
• Conduct training sessions for new hires and existing employees to reinforce best practices.
• Stay updated on industry best practices and new technologies to enhance quality assurance processes.

JOB QUALIFICATIONS and REQUIREMENTS:

• Bachelors Degree in related field, or equivalent work experience
• Previous experience in a QA role within a call center or customer service environment.
• 100% English
• Strong analytical and problem-solving skills.
• Excellent communication and coaching abilities.
• Attention to detail and ability to identify quality gaps.
• Proficiency in using QA tools and software for monitoring and reporting.
• Ability to work collaboratively with teams across departments.
• Strong organizational skills and ability to manage multiple tasks simultaneously.

JOB SPECIFICATIONS:

· Independent Contractor hiring

· End of Month payments

· Equipment set-up

· Pay will be on a per-work-day basis at US$ 46.68

· Growth opportunity and career development

Tipo de puesto: Tiempo completo

Pago complementario:

• Productivity bonus
• Quarterly bonus for meeting goals

Tipo de jornada:

• Lunes a viernes
• Turno de 8 horas (9am to 6pm est time)

Pregunta(s) de postulación:

• Do you speak fluent english?
• Please provide availability for the next 2-3 days.

Lugar de trabajo: Empleo remoto

Tipo de puesto: Tiempo completo

Sueldo: A partir de $952.39 al día

Pago complementario:

• Bono de productividad

Tipo de jornada:

• Lunes a viernes
• Turno de 8 horas

Lugar de trabajo: Empleo remoto