Trilingual Quality Analyst (English-Portuguese)(BPO/Call Center exp)
On-siteMedellín, Antioquia, Colombia
Medellín, Antioquia, ColombiaOn-siteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Create end-to-end test plans with quality metrics and execute them to ensure solutions function correctly across functionality, performance, and compatibility. Audit calls, interactions, and transactions; coach agents on performance improvement; and report metrics to management on a daily, weekly, or monthly basis. Isolate and report defects while verifying fixes, then suggest process or system improvements based on customer concerns. Partner with team leaders for meetings, drive quality initiatives, and serve as a subject matter expert for campaigns. Identify and escalate potential quality issues per defined processes.
Required Qualifications
- Bilingual in English & Spanish
- Minimum B2 proficiency in English
- At least 2 years in college (BS or BA)
- Minimum of 1-year experience as Quality Analyst
- Basic excel/google sheets skills
- Problem-solving skills
- Strong customer centricity
- Ability to provide constructive feedback in an assertive manner
- Good written and verbal communication skills
- Logical thinking
- Ability to manage conflicts
- Attention to detail
- Ability to work with minimal supervision and demonstrate initiative and good judgment
- Versatility and ability to work on multiple projects
- Ability to establish and maintain effective working relations with a wide variety of individuals
- Ability to work with a diverse team
- Continuous improvement mindset
- Clear thought process
- Ability to clearly articulate
- Highly conscientious and diligent
- Assertiveness
Desired Qualifications
- At least 2 years in college (BS or BA preferred)
- Minimum of 1-year experience as Quality Analyst (preferred)
- Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.
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