QA Analyst - Onsite
VXI Global Solutions · Guatemala
Descripcion del puesto
About the role
We are looking for an onsite Quality Assurance Analyst to evaluate and score agent‑to‑customer interactions. The role focuses on identifying behaviours that enhance the customer experience and delivering actionable insights to leadership.
Key responsibilities
- Monitor, evaluate and submit quality scores for agent‑customer calls.
- Generate QA trending reports and present findings to leadership.
- Coach agents based on evaluation results and conduct internal calibrations with operations.
- Participate in client meetings and provide updates on evaluation completion.
- Perform additional duties as assigned by the supervisor or manager.
Required profile
- Minimum 1 year experience as a Quality Assurance Analyst.
- Previous customer‑service experience is required; healthcare experience is a plus.
- Strong written and verbal communication skills.
- Analytical, process‑oriented mindset with reliable schedule availability for onsite work.
Required skills
- Advanced proficiency with Microsoft Office (Word, Excel, PowerPoint).
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Publicado hace 1 mes
Expira en 3 semanas
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VXI Global Solutions
Guatemala
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