Quality Assurance Analyst
On-siteSan Pedro Sula, Cortés Department, Honduras
Job Summary
Coach Customer Service Representatives and Tier 2 teams on service quality by recording, reviewing, and evaluating Voice, Email, Chat, and Social contacts. Complete weekly QA and coaching session reports, attend calibration meetings, and research escalated issues to co-deliver training opportunities. Provide floor support including actively taking phone calls, report scripting problems to appropriate departments, and distribute company correspondence. Requires high school diploma, one year of front-line contact center experience, and availability for a variety of shifts including early mornings, afternoons, evenings, and holidays.
Required Qualifications
- High school diploma or equivalent
- Intermediate knowledge of MS Excel, MS Word and MS Office
- Ability to type 30 wpm minimum with accuracy
- Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays
Desired Qualifications
- 1 year of front-line contact center experience
- 1-2 years of Quality Assurance experience
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