Quality Assurance Specialist

hace 2 días


San Francisco, Heredia, Costa Rica Equifax A tiempo completo

At Equifax, we are committed to delivering high-quality products and services that meet our customers' needs. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality of our products by carrying out tasks such as implementing corrective and preventive action plans.

The key responsibilities of this position include:

  • Meeting quality KPI's for all supported functions
  • Executing quality control procedures (audits) for supported programs in accordance with the SSC CR Q framework and guidelines
  • Creating and following up coaching processes for quality low performers and following up progress in conjunction with Team Lead
  • Providing feedback in regular basis to supported agents
  • Reporting quality results to QA Supervisors and Ops Staff in regular basis

During Calibration sessions with the business owners, the QC analyst must review that the calls been calibrated satisfied the Consumer's request and make sure that agents followed the procedures mentioned on the evaluation process.

To be successful in this role, you will need:

  • English proficiency (verbal and written), level B2 or C1
  • At least 6 months previous experience as a Supervisor, SME, Backup supervisor or QA Analyst.
  • At least 6 months experience in Billing process.

If you have a strong background in coaching techniques, outbound calls, and escalations techniques, communication skills, time management, customer centricity culture, and process improvement, you may be able to leverage these skills to advance your career within our organization.

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative work spaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.



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