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Urgent! QA Analyst Job Opening In Colombia, Colombia – Now Hiring Keep Calm Services



Job description

The QA Analyst is responsible for monitoring, evaluating, and improving the quality of client interactions, particularly inbound and outbound calls, to ensure compliance with company policies, legal standards, and client expectations.

This role plays a key part in maintaining service excellence across the firm's operations by conducting detailed audits, identifying training opportunities, and supporting continuous improvement initiatives.

Key Responsibilities

Call Quality Monitoring:

  • Listen to, evaluate, and score recorded calls between staff and clients to assess professionalism, accuracy, empathy, and adherence to protocols.

  • Ensure communication aligns with legal and ethical standards, confidentiality requirements, and firm policies.

Audit & Compliance:

  • Conduct regular audits of case documentation, data entry, and client communication for accuracy and compliance.

  • Identify and document trends or recurring issues that may impact compliance or client satisfaction.

  • Provide feedback and recommendations to management and training teams.

Reporting & Analytics:

  • Generate detailed quality reports, tracking performance metrics and identifying areas for improvement.

  • Present insights to leadership on quality trends, agent performance, and process efficiency.

Continuous Improvement:

  • Collaborate with training and operations teams to enhance scripts, workflows, and best practices.

  • Support calibration sessions to ensure consistency across quality evaluations.

Client Experience Assurance:

  • Help uphold the firm's reputation by ensuring client interactions reflect integrity, empathy, and professionalism.

  • Contribute to the development of quality standards that align with the firm's service goals and legal obligations.

Qualifications:

  • Proven experience minimum 1 year of experience in quality assurance, preferably in a
    call center
    environment.

  • Strong understanding of
    call evaluation
    ,
    audit processes
    , and
    client service standards
    .

  • Excellent analytical, organizational, and communication skills.

  • High attention to detail and discretion when handling sensitive or confidential information.

  • Excellent verbal and written communication skills both English (B2) and Spanish.

Benefits:

  • 100% Remote position (People based in Latin America, preferably in Colombia)
  • 40hours per week, 2 days off
  • Salary COP $
  • Growth Opportunities
  • PTO


Required Skill Profession

Other General



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    Unlock Your QA Analyst Potential: Insight & Career Growth Guide


  • Real-time QA Analyst Jobs Trends in Colombia, Colombia (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for QA Analyst in Colombia, Colombia using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 19802 jobs in Colombia and 655 jobs in Colombia. This comprehensive analysis highlights market share and opportunities for professionals in QA Analyst roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

  • Are You Looking for QA Analyst Job?

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  • The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Keep Calm Services adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:
    • 1. Independence
    • 2. Loyalty
    • 3. Impartiality
    • 4. Integrity
    • 5. Accountability
    • 6. Respect for human rights
    • 7. Obeying Colombia laws and regulations
  • What Is the Average Salary Range for QA Analyst Positions?

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  • Interview Tips for QA Analyst Job Success
    Keep Calm Services interview tips for QA Analyst

    Here are some tips to help you prepare for and ace your job interview:

    Before the Interview:
    • Research: Learn about the Keep Calm Services's mission, values, products, and the specific job requirements and get further information about
    • Other Openings
    • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
    • Dress Professionally: Choose attire appropriate for the company culture.
    • Prepare Questions: Show your interest by having thoughtful questions for the interviewer.
    • Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.
    During the Interview:
    • Be Punctual: Arrive on time to demonstrate professionalism and respect.
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    • Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.
    • Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.
    • Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.
    • Follow Up: Send a thank-you email to the interviewer within 24 hours.
    Additional Tips:
    • Be Yourself: Let your personality shine through while maintaining professionalism.
    • Be Honest: Don't exaggerate your skills or experience.
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    • Turn Off Phone: Avoid distractions during the interview.
    Final Thought:

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