Open to Bogotá and Barranquilla. The QA Specialist’s main priority is to ensure customer expectations are met. They must work closely with the Operations Department and Workforce Department to implement strategies, improve the quality of the service, measure productivity, and standardize operating procedures. The QA Specialist must adopt a proactive approach to identify and tackle red flags & areas of opportunity that might affect the overall operation. Responsibilities include but are not limited to: Oversee, track, and analyze account and department-specific goals, Key Performance Indicators (KPIs), outcomes, trends on the Dashboard, and corrective action plans as part of the continuous quality improvement plan. Keep constant communication with customers to ensure expectations are met. Fill unnoticed service gaps and help expand LSG customers’ suite of solutions. Determine data-driven solutions and implement quality improvement plans. Perform regular Quality Review Sessions (QRS) to ensure employees adhere to quality processes and policies. Develop internal auditing tools and conduct internal audits and reports. Conduct or assist with regulatory and quality training sessions. Prepare and maintain quality management documentation (Flowchart, SOP, JD, and Organizational Charts). Conduct floor rounds. Conduct check-in meetings on the accounts. Keep constant communication with Workforce Analytics and Operations counterparts. Conduct and lead internal projects to maintain the continuous improvement of the Quality Department. Develop organizational charts of the accounts when needed. Provide support to Quality Assurance Assistant. Other duties as assigned. #J-18808-Ljbffr