Position Summary: Horatio is looking for a highly energetic Quality Assurance Specialist to join our team and support one of our fintech clients. This person should be a self-motivated employee with high standards around Client expectations, Customer Success, and Quality Measures. As a Quality Assurance Specialist, you will be responsible for evaluating and assessing customer support tickets for accuracy, completeness, and adherence to established guidelines and procedures. Experience as a QA Specialist for fintech clients is a must for this role. Responsibilities: - Assess and identify any errors, inconsistencies, or areas of improvement in ticket responses. - Empathize with customers' concerns or frustrations expressed in the tickets, ensuring that agents respond appropriately and effectively. - Collaborate with customer support agents and team leads, providing constructive feedback and recommendations to enhance the overall quality of customer support interactions. - Escalate and communicate detailed information about tickets. - Answer Operations questions concerning QA guidelines and policies. - Send out Red Flag/Fatal Error Audits to the Quality Assurance Lead. - Understand the importance of customer satisfaction and the ability to evaluate tickets based on the resolution provided, customer sentiment, and overall experience. Required Skills/Abilities: - Previous QA experience in a fintech environment within the BPO industry. - Excellent (near-native) spoken and written English is a requirement for this job. - Ability to analyze and solve complex technical issues. - Excellent written and verbal communication skills. - Familiarity with QA processes and methodologies specific to customer support voice and non-voice interaction evaluation, such as scoring rubrics or quality standards. - Proficiency in using customer support ticketing systems or CRM platforms to evaluate and analyze ticket data effectively. - Aptitude for identifying patterns or trends in customer issues and providing suggestions for process improvements or additional training requirements. - Strong organizational and time management skills to prioritize ticket evaluations, meet deadlines, and ensure timely feedback to customer support agents. - Must demonstrate a good attitude and the ability to work as a team player Education and Experience: - 1-2 years of experience as a Quality Specialist or similar roles. - Associate’s or bachelor’s degree in a business-related field (preferred). On-site position in Bogota. Powered by JazzHR