Quality Assurance Analyst

hace 2 semanas

San Francisco, Heredia, Costa Rica Movate A tiempo completo

Job Title: Quality Assurance Analyst – Support Operations

Location:
Ultralag, Heredia (On site)

Education:
Bachelor's degree or equivalent experience

Experience:
1–3 years in Quality Assurance, Support Operations, or similar roles

No of Openings:
2

Summary:

The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous improvement initiatives. This role plays a key part in ensuring high-quality interactions, maintaining service standards, and enabling teams to meet KPIs and SLAs. The ideal candidate brings strong analytical skills, effective communication, and experience providing actionable feedback to improve performance across support teams.

Roles and Responsibilities:

  • Review cases based on required sampling guidelines (e.g., 1 in every 5 cases) to ensure compliance with KPIs and SLAs.
  • Provide additional case audits as needed to analyze customer dissatisfaction drivers and performance gaps.
  • Deliver 1:1 and group coaching sessions for agents on quality standards, communication, and best practices.
  • Facilitate team-wide coaching to address widespread QA trends or recurring issues.
  • Follow up on feedback submitted through internal flagging or escalation systems.
  • Prepare and present quality reports for weekly, monthly, and quarterly business reviews (WBR/MBR/QBR).
  • Identify quality issues and lead projects or initiatives to address root causes, tracking impact and improvements.
  • Escalate high-impact or recurring problems to designated Quality Points of Contact (POCs) when necessary.
  • Participate in regular meetings with internal QA stakeholders to align on quality metrics, trends, and initiatives.
  • Lead weekly QA debrief meetings during assigned rotation.

Required Skills:

  • 1–3 years of experience in Quality Assurance, customer support, or operations.
  • Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
  • Excellent written and verbal communication skills for coaching and delivering clear feedback.
  • Ability to manage multiple priorities and work in a fast-paced support environment.
  • Experience preparing quality reports, dashboards, or business review presentations.
  • Strong attention to detail and accuracy in case evaluation and documentation.

Desired Skills:

  • Experience in service desk, customer experience, or contact center environments.
  • Familiarity with QA methodologies, calibration practices, and coaching frameworks.
  • Knowledge of ticketing systems, QA tools, or customer experience platforms.
  • Ability to collaborate effectively across cross-functional teams.

Apply today

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