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QA Analyst

hace 1 mes

Miguel Hidalgo, México PLATA A tiempo completo

Plata is a high-tech financial platform poised to revolutionize how people interact with money through an easy-to-use, personalized, and trustworthy ecosystem.

We bring inclusive access to premium financial products and best-in-class customer support to each and every Mexican.

Our company was founded by executives that built some of the most innovative and successful digital banking businesses in the world.

**Job responsibilities**:

- As a Quality Assurance Analyst you will help our team monitor Calls/ chats/ and field procedures to make sure all agents are complying with the set quality standards.
- You will be responsible to follow up and align with all process owners to document and constantly update our catalog of desk instructions that are compliant with regulation and internal standards.
- Constantly collaborate with training and Ops to create and execute game plans for areas of opportunity detected in all monitoring.
- Provide performance feedback to agents (Both individually and groups).
- Presentation of Quality induction (New Agents).
- Report generation (QA Data).
- Provide reports of monitoring results.
- Make sure all agents understand how their variable income is impacted by QA performance.
- Strong analysis for process and product improvement.
- Adapt available documentation to Mexican market and translating all to Spanish.

**Requirements**:

- Experience on QA role, with strong focus on providing feedback to all types of agents (3 to 6 month experience).
- Great attention to detail. You are able to quickly identify mistakes, improvement areas and potential risk actions on all processes.
- Owner mindset. You feel like an owner and never limit your actions to your scope. We are here to build something great and we all need to act as owners.
- Good stakeholder management skills. You will need to work with several areas and have the ability to align different people to work towards the same goal.
- Data driven mindset. You love using data in your decision making process. Every decision you make is based on data and not on feelings.
- Advanced English - You are able to understand and communicate fluently and properly.
- Experience on google tools (Google sheets, google slides etc.)

**Nice to have**:

- Previous experience working in startups.
- Familiar with G suite - you know how to use google drive (Sheets, docs, presentations), google calendar.
- Familiar with Confluence.
- Knowledge of ISO 9001 standards

Tipo de puesto: Tiempo completo, Por tiempo indeterminado

Salario: $20,000.00 - $25,000.00 al mes

Horario:

- Incluye fines de semana
- Lunes a viernes
- Turno de 8 horas

Prestaciones:

- Seguro de gastos médicos mayores
- Seguro de vida

Lugar de trabajo: In person