**Job Description**: The Quality Assurance Specialist oversees inspecting services at different phases in their execution to ensure they meet Company consistent standards. Their duties include performing audio monitoring, recording quality issues and help planning processes to decrease the instance of problems in Company services. **Responsibilities**: - Assessing and documenting the quality of service, providing suggestions and conclusions - Helping develop and implement standards/processes for quality check - Following up with the appropriate channels when errors are found - Training other team members on quality processes if/when needed - Aiding for other departments to solve quality problems - Monitor, evaluate, and score recorded calls based on various internal company standards and criteria (e.g., compliance, accuracy of information provided to the driver/broker, professionalism, etc.) - Communicate Quality review results to Director of Customer Service - Other tasks assigned. **Requirements**: - Excellent English language skills (Minimum level: C1 but C2 preferred) - Excellent communication skills - Deep knowledge of internal quality requirements, policies, standards, procedures - Demonstrated ability to maintain objectiveness - Attentiveness ** NOTE: this position is work from the office in Medellin (El Poblado). This is not a remote position. Schedule: - Monday 7am - 5pm - Tuesday 7am - 5pm - Wednesday 7am - 5pm - Thursday 7am - 5pm - Friday 7am - 5pm