Quality Assurance Analyst

hace 4 días

San Francisco, Heredia, Costa Rica Equifax A tiempo completo

We are looking for a Senior Quality Assurance Analyst who is effectively responsible for executing quality control procedures across various functions. This role involves overseeing all day-to-day efforts of documenting errors found, providing constructive feedback to agents, creating and following up on coaching procedures, and analyzing findings and standard deviations to improve the customer experience and reduce errors and rework for these functions.
What you'll do

  • Execute the quality control procedure according to the quality framework defined for this business

  • Assist, coach and provide feedback to improve and avoid any procedural and legislative errors or breaches which may have adverse effects towards the company as a whole. 

  • Provide support to Client Experience (CX) Agent in relation to all processes. 

  • Document errors found and act upon these findings to have a positive impact on customer experience in conjunction with the Ops leader based on CSAT or other operative metrics

  • Identify gaps in the overall operative process to proactively report them to the BU + training in order to strengthen the documentation

  • Provide feedback and/or coaching to stakeholders leveraging available resources to close gaps found and following the documentation requirements to sustain internal audits by regulators (where applicable)

  • Analyze findings and trends and the root cause of the standard deviations found and CSAT from the business supported

  • Focus efforts in improving customer experience by reducing errors and rework 

  • Take ownership of escalations/special requests to ensure all complaints or disputes are resolved in a timely manner.

What minimum experience you must have to be eligible:

  • +1 year of experience working with service now, the lifecycle of an incident and the flow of a ticket (overall process).

  • +1 year of experience with ticket management.

  • Bilingual English B2+ level, Spoken and written.

  • Minimum 11th Grade High School Diploma.

  • Knowledge in Google Sheets and Slides.

What could set you apart:

  • Knowledge of Quality procedures is a plus.

  • Knowledge and experience on overall Incident Management processes is a plus.

  • Student of Industry engineering, python, computer sciences, data analysis or any other college career related to processes is a plus.

  • Knowledge of Looker Studio is a plus.

  • Background with AI technologies.

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time

  • Quality Assurance Analyst

    hace 5 días

    San Francisco, Heredia, Costa Rica Movate A tiempo completo

    Job Title: Quality Assurance Analyst – Support OperationsLocation:Ultralag, Heredia (On site)Education:Bachelor's degree or equivalent experienceExperience:1–3 years in Quality Assurance, Support Operations, or similar rolesNo of Openings:2Summary:The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching...

  • Quality Assurance Analyst

    hace 7 días

    San Francisco, Heredia, Costa Rica Information Technology Support A tiempo completo

    Quality Assurance Analysts are responsible for testing all software applications in the ITS product suite. The QA Analyst - Games participates in the game development lifecycle, creating and executing all required QA artifacts to verify that all releases meet the highest quality standards and have minimal defects. This position supervises and advises Junior...

  • Quality Assurance Analyst

    hace 4 días

    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    We are looking for a Senior Quality Assurance Analyst who is effectively responsible for executing quality control procedures across various functions. This role involves overseeing all day-to-day efforts of documenting errors found, providing constructive feedback to agents, creating and following up on coaching procedures, and analyzing findings and...

  • Quality Assurance Analyst – Support Operations

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Movate A tiempo completo

    Work Location: Ultralag, HerediaExperience: 1–3 years in Quality Assurance, Support Operations, or similar rolesEducation Qualification: Bachelor's degree or equivalent experienceNo of Openings: 2Summary:The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous...

  • Quality Assurance

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    The Quality Assurance - Supervisor is effectively responsible for delivering business indicators (e.g, Customer Experience, Quality, Efficiencies, etc). This role is responsible for all day-to-day efforts to ensure compliance on the quality workload, achieving sampling and targets set up by the business and delivering exceptional results, play a...

  • Quality Assurance, Monitoring

    hace 5 días

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Individuals in Quality Assurance, Monitoring & Testing are responsible for the assessment of outcomes from activities and processes against conformance with applicable requirements to strengthen risk management quality such as quality testing performed for business function quality control and transformation lead quality control post completion of an...

  • Quality Assurance, Monitoring

    hace 5 días

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Discover your future at CitiWorking at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.Job OverviewIndividuals in Quality Assurance, Monitoring & Testing are...

  • Quality Assurance, Monitoring

    hace 5 días

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Individuals in Quality Assurance, Monitoring & Testing are responsible for the assessment of outcomes from activities and processes against conformance with applicable requirements to strengthen risk management quality such as quality testing performed for business function quality control and transformation lead quality control post completion of an...

  • Quality Assurance, Monitoring

    hace 5 días

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Individuals in Quality Assurance, Monitoring & Testing are responsible for the assessment of outcomes from activities and processes against conformance with applicable requirements to strengthen risk management quality such as quality testing performed for business function quality control and transformation lead quality control post completion of an...

  • Quality Assurance, Monitoring

    hace 5 días

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Individuals in Quality Assurance, Monitoring & Testing are responsible for the assessment of outcomes from activities and processes against conformance with applicable requirements to strengthen risk management quality such as quality testing performed for business function quality control and transformation lead quality control post completion of an...