Quality Assurance Senior Analyst

Job description

Overview

Company Overview content removed for refinement

Team Overview

About the Job

We are looking for a Quality Assurance Senior Analyst that is responsible to build and maintain relationship with other areas within the company in order to guarantee our quality standards and customer experience satisfaction.

If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you! As a Quality Specialist you will lead quality projects which will directly affect our customer experience as well as the efficiency for our business, generating impact for thousands of people.

In this position you will be part of the QA strategy, contributing in:

• Tracking customer feedback to identify successes, gaps, errors, and non-conformity issues through robust processes.
  
  
• Focusing on the entire customer journey to suggest process improvement and issue resolution.
  
  
• Working collaboratively with our BPOs on performance improvement, feedback processing, reporting, data quality, and guiding implementation of change.
  
  

Role Responsibilities

• Monitor and evaluate customer interactions across various support channels to ensure world-class service that aligns with company quality standards.
  
  
• Analyze data and QA results to identify trends, process gaps, and areas for improvement.
  
  
• Own, evolve, and implement scalable quality assurance frameworks, including scorecards, sampling methods, calibrations, and feedback loops.
  
  
• Create, update, and maintain Standard Operating Procedures (SOPs) to ensure alignment with QA policies and company objectives.
  
  
• Manage and optimize BigQuery databases and BI dashboards to enable accurate, efficient reporting and performance insights.
  
  
• Conduct performance analyses and provide actionable insights to operations teams and center managers.
  
  
• Lead or participate in calibration sessions, dispute reviews, and QA alignment activities to ensure consistency and fairness in evaluations.
  
  
• Provide training and coaching to quality monitors to continuously improve evaluation quality and consistency.
  
  
• Act as a subject matter expert on QA best practices and customer-centric quality monitoring.
  
  
• Partner cross-functionally with Vendor Management, Training, WFM, CX, Ops, and Product teams to support continuous improvement initiatives and strategic alignment.
  
  
• Drive a culture of accountability, operational excellence, and customer-centric thinking.
  
  
• Own your work while meeting strict deadlines and adapting in a dynamic environment.
  
  

Role Qualifications

Basic Qualifications:

• Bachelor’s degree in a relevant field such as Business, Industrial Engineering, Operations, Data Analytics, or a related discipline.
  
  
• 3+ years of hands-on experience in Quality Assurance, preferably within Customer Experience (CX), customer service, or contact center environments.
  
  
• Fluent in Spanish and English (written and spoken); Chinese or Portuguese is a plus.
  
  
• Strong communication skills – able to clearly articulate ideas, findings, and recommendations.
  
  
• Inquisitive mindset – comfortable diving deep into CX processes and data to understand how the business operates.
  
  
• Self-starter with a proactive, results-driven attitude.
  
  
• Strong collaboration skills – able to work cross-functionally and build alignment.
  
  
• Highly analytical and comfortable working with large datasets.
  
  
• Proficiency in Excel (advanced)
• Capable of quickly adapting to company standards, culture, and expectations.
  
  

Preferred Qualifications:

• Background in Customer Experience (CX), customer support operations, or contact center QA.
  
  
• Familiarity with QA frameworks and methodologies in customer service (e.g., COPC, TQM, PMBOK).
  
  This includes processes like calibration, scorecard development, dispute resolution, and sampling strategies.
  
  
• Experience working with ticketing systems, CRM platforms, or support tools (e.g., Zendesk, Salesforce, Freshdesk, etc.)
• Experience with data tools such as BigQuery, BI dashboards, and ability to write/run basic SQL queries to extract and analyze CX data.
  
  
• Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or Kaizen.
  
  
• Comfort with mathematical models, statistical sampling, and data quality validation.
  
  

EEO Statement

• We create customer value – We strive to always create valuable experiences for our users in everything we do.
  
  Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
  
  
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven.
  
  We can better navigate the business landscape strategically by analyzing valuable metrics.
  
  
• We believe in Win-win Collaboration – Success is a team sport.
  
  When we work to help our partners and colleagues win, we win, too.
  
  While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
  
  
• We believe in integrity – Integrity is at the very core of our business.
  
  We are people who always want to do the right thing.
  
  Our intentions are sincere, we speak our minds and listen to each other.
  
  
• We always strive to do better.
  
  That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  
  
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths.
  
  Our differences are what makes us distinct.
  
  We respect each other and believe in equal opportunities for all.
  
  

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

Required Skill Profession

Other General