QA Analyst (Internal Position Only)

Only Internal Candidates from Equiti will be taken into consideration.

Key Responsibilities:

• Calls: Listen to recorded or live customer interactions to assess agent performance, adherence to scripts, and compliance with company policies and procedures.
• Conduct thorough evaluations of calls, emails, chats, and other customer interactions based on predefined criteria and quality standards.
• Coaching: Provide constructive feedback to agents based on evaluation results, highlighting strengths and areas for improvement. Offer training and coaching sessions to help agents enhance their skills and knowledge.
• Analysis: Analyze QA data to identify trends, patterns, and areas of concern. Generate reports and insights to support decision-making and continuous improvement efforts.
• Improvement: Collaborate with management and other stakeholders to develop and implement process improvements, workflow enhancements, and best practices to optimize customer service delivery.
• Ensure that agents adhere to regulatory requirements, company policies, and industry standards during customer interactions.
• Maintain accurate records of evaluation results, feedback provided, and actions taken. Keep documentation up to date and accessible for reference and reporting purposes.
• Assurance Framework: Contribute to the development and refinement of the quality assurance framework, including evaluation criteria, scoring methodologies, and performance metrics.
• Communicate effectively with agents, supervisors, and other team members to share insights, provide updates, and foster a culture of continuous improvement.
• Support: Assist in the development and delivery of training materials, modules, and resources related to customer service quality, compliance, and best practices.

Please read all the requirements, only candidates that have the complete profile will be selected for the process.

• Currently working as an interpreter at ICC (6 months minimum) Language Service Provider must be included in resume.
• English resume only
• 1 year of experience as an OPI/VRI (interpreting). 
• Excellent KPI´s.
• Proficiency in Microsoft Office. 
• Cloud Document Management Skills.
• Ability to analyze data and create review processes. 
• Excellent data collection and analysis skills.
• Report Writing skills.
• Strong analytical and problem-solving skills. 
• Excellent written and verbal communication. 
• Workload Organization. 
• Experience as a QA Analyst is a plus.