Quality Assurance Analyst

hace 1 día

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Quality Assurance Analyst will be responsible for auditing the accuracy of performed processes according to the client’s QA standards. The QA Analyst will evaluate back-office tasks & phone calls, conduct QA Disputes/Rebuttals process, QA Calibration, and coaching sessions as well as implementing Preventive / Corrective actions when applicable. Must have very strong communication & analytical skills and passion for continuous improvement.

**Responsibilities**:

- Perform QA Control tasks on defined processes
- Conduct effective QA dispute process
- Perform QA Calibration Sessions with client and internal stakeholders
- Conduct QA Coaching Sessions based on QA results & findings
- Communicate quantitative and qualitative findings from QA results
- Monitor efforts to resolve issues and track progress
- Spot areas for improvement to enhance the process efficiency
- Data analysis to provide insights to the business on a regular basis
- Implement Corrective / Preventive Actions
- Design and implement QA control processes (including creation of reporting & QA SOPs)

Skills and Experience:
**Personal Competencies**
- Strong stakeholder management skills
- Attention to detail
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Creative and innovative thinker
- Strong time management skills
- Ability to be self-motivated, self-directed and work independently.
- Teamwork and collaboration to work effectively with all business partners (supervisors, training department, and other stakeholders)

**Technical Competencies**

**Academic**
- Advanced studies in Human Resources, business administration, quality, engineering or related field

**Experience**
- 2+ years experience in QA Analyst role
- English -Spanish Language (Oral and writing 90 % or higher)
- Intermediate knowledge of QA practices, theories, tools and detection/prevention techniques
- Process mapping & process analysis expertise
- Intermediate to advanced Excel and processes mapping tools

**Technical Knowledge - Preferred But Not Mandatory**
- Lean Six Sigma experience: DMAIC, VOC, 7 wastes, etc
- FMEA, PDCA, TQM, QMS.
- Statistical Process Control knowledge
- Change management methodologies
- Knowledge of human resources processes is a plus
- Project Management
- Experience on Case Management Systems (i.e. ServiceNow)

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