Quality Analyst

Summary

Join Leadtech, a company redefining digital businesses since 2009, as an experienced Quality Analyst. You will perform audits to ensure consistent quality in client interaction and adherence to defined procedures by the Customer Service team. Review company interactions with clients to ensure compliance with company standards and customer satisfaction. The ideal candidate possesses a keen eye for detail, reliability, and commitment. The role involves recommending and implementing improvements to the internal control structure, ultimately ensuring high-quality services for long-term business success. You will work remotely from Colombia.

Requirements

• Previous experience of quality and compliance monitoring
• Must be methodical, high degree of accuracy, attention to detail and a results-driven approach
• Ability to effectively perform in a fast paced and deadline oriented work environment
• Strong organizational and administrative skills with a disciplined approach to their responsibilities
• Ability to effectively lead and facilitate meaningful calibration and coaching sessions
• Excellent interpersonal skills with a demonstrated record in building working relationships with a wide range of internal stakeholders
• Responsible and trustworthy
• Ability to multi-task,organize and prioritize workload
• Thorough knowledge of quality control standards and testing methodologies in Customer Service
• Proficiency in all Microsoft Office packages/Gsuite. Moreover, ability to quickly learn new software and applications
• Excellent knowledge of data analysis/statistical methods
• A high degree of flexibility and ability to adapt to changing circumstances and expectations
• Attention to detail coupled with a real passion for delivering exemplary customer care
• A high level of written and spoken English

Responsibilities

• Inspect procedures of the entire Customer Service cycle to ensure they are efficient and in compliance with our quality standards
• Understand customer needs and requirements to develop effective quality control processes
• Review and score agent’s interactions with customers to ensure correct processes are followed and accurate information is provided professionally, courteously and consistently
• Provide constructive/effective feedback to the agents on a monthly basis
• Participate in effective calibration sessions
• Actively and regularly review customer feedback, ensuring that customers receive an appropriate response/resolution
• Collaborate and provide guidelines to Team Leads if any coaching is needed to the agent
• Devise procedures to inspect and report quality issues
• Promote quality interactions at all customer touch points
• Proactively define actions to improve the quality of the interactions with our Customers
• Monitor all actions that have an impact on the quality of the Customer experience
• Keep track of all important metrics and KPIs to help us reach our goals
• Evaluate and keep track of customer requirements and make sure they are satisfied with our actions
• Recommend opportunities to strengthen the internal control structure where identified
• Facilitate proactive solutions through the collection and analysis of quality data. And also define processes that allow a greater optimization in the workflows
• Keep records of quality reports, statistical reviews and relevant documentation
• Ensure all legal standards are met
• Provide weekly and monthly compliance reports and results of quality audits
• Be on the lookout for opportunities for improvement and develop new efficient procedures

Benefits

• Competitive salary
• Permanent contract
• 15 days of vacation
• Remote work to help you balance between work and your personal life
• Affordable Connectivity Program