Quality Assurance Analyst BPO at Superstaff | Torre
Quality Assurance Analyst BPO
Superstaff
Superstaff

Quality Assurance Analyst BPO

Emma
Emma
Providing and scaling exceptional outsourcing solutions to grow businesses. ✨
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Full-time

Legal agreement: Employment

Compensation
COP4.5M - 5.5M/month
~USD1.15K - 1.41K/month
Non-negotiable
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Hybrid (El Poblado, Medellin, Antioquia, Colombia)
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Posted about 2 years ago

Responsibilities & more

❗ In case you are contacted, we will inform you about the location of the office in Medellín. 🟡 Requirements: ◽ Experience in auditing and document management. ◽ Ability to perform call monitoring and ensure quality. ◽ Quality assurance skills and problem-solving abilities. ◽ Teamwork skills and coaching capability. 🟡 Responsibilities: 1️⃣ Audit and Feedback Sessions: Conducting a minimum of two weekly audit sessions, known as One-on-Ones, per employee, utilizing the company's designated formats, tools, or software. Each audit is to be followed by a 20-minute coaching session. 2️⃣ Actionable Items Agreement: Ensuring mutual agreement with the agent on actionable items resulting from each audit. 3️⃣ Action Plan Realism and Prioritization: Confirming that chosen actionable items are realistic, prioritized according to critical business needs, and limited to 1-3 per session. 4️⃣ Follow-up and Documentation: Making sure each actionable item discussed has a follow-up plan, and is thoroughly documented for future reference. 5️⃣ Monitoring Calls and Processes: Monitoring all calls via the company app, and overseeing Backoffice processes to ensure compliance with quality standards. 6️⃣ Addressing Repeated Areas of Opportunity: Escalating cases to the team leader for potential disciplinary action if an area of opportunity repeats in subsequent audits. 7️⃣ Training New Employees: Providing necessary training to new team members to ensure they meet the company's quality standards. 8️⃣ Action Plan Follow-ups: Following up on action plans of areas of opportunity for underperforming and medium-performing agents, and tracking progress and improvements. 9️⃣ Problem-solving and Improvement Suggestions: Addressing routine problems that come up during work using acquired knowledge and standard guidelines. Offering proactive suggestions for improvements based on your experience and knowledge.
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