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