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QA Analyst
hace 16 horas
DATAMARK, Inc. is looking for a dedicated and detail-oriented QA Analyst for Contact Center to join our quality assurance team. As a prominent provider of business process outsourcing solutions, we are committed to ensuring that our services meet the highest standards of quality. The QA Analyst will play a vital role in assessing and improving our processes, products, and services to ensure customer satisfaction.
**Responsibilities**:
- Demonstrates complete familiarity with all aspects of quality of Contact Center activities such as calls and other channels of interaction including performance, professionalism, ethical standards, policies, guidelines, and procedures.
- Monitors contact-center performance, working with supervisors to implement improvement plans.
- Prepares quality reports by collecting, analyzing, and summarizing information and trends.
- Maintains all records of QA activities, including QA-identified issues.
- Collaborates with Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
- Participates in periodic calibrations, as well as quarterly center evaluation programs.
- Stay up to date with industry best practices and emerging technologies related to quality assurance.
**Requirements**:
- High School Diploma, Bachelor’s degree or higher in Business or related field preferred
- Experience in a QA Analyst role or similar position with a proven experience in implementing process/quality improvement tools and techniques
- Strong knowledge of QA methodologies, tools, and processes
- Excellent verbal and written communication skills
- Proficiency in Microsoft Excel
**Benefits**
- Todas las prestaciones de ley
- Cafeteria
- Pago semanal
- Capacitacion pagada
