As a Quality Assurance Analyst, your primary role will be to uphold the highest standards of quality within the company. This includes performing regular audits, providing feedback, conducting coaching sessions, following up on action plans for underperforming and medium-performing agents, and providing necessary training for new team members to ensure they meet our standards. **Audits and Feedback**: Your role involves conducting weekly audit sessions, known as these audits following the company format. **Requirements**: **KEY RESPONSIBILITIES**: **a) 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. **b) Actionable Items Agreement**: Ensuring mutual agreement with the agent on actionable items resulting from each audit. **c) 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. **d) Follow-up and Documentation**: Making sure each actionable item discussed has a follow-up plan, and is thoroughly documented for future reference. **e) Monitoring Calls and Processes**: Monitoring all calls via the company app, and overseeing Backoffice processes to ensure compliance with quality standards. **f) Addressing Repeated Areas of Opportunity**: Escalating cases to the team leader for potential disciplinary action if an area of opportunity repeats in subsequent audits. **g) Training New Employees**: Providing necessary training to new team members to ensure they meet the company's quality standards. **h) Action Plan Follow-ups**: Following up on action plans of areas of opportunity for underperforming and medium-performing agents, and tracking progress and improvements. **i) 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. **KEY ACCOUNTABILITIES**: - With mínimal supervision, you'll need to provide input based on your expertise, and work effectively both individually and within a team. - You'll handle routine problems that come up during work, using your knowledge and standard guidelines and manuals. For complex issues, you'll suggest solutions to your team leader. - You're expected to participate actively in team meetings and processes, proactively offering improvement suggestions based on your knowledge and experience. - As part of your role, you'll be tasked with providing training to new employees to ensure that they understand and can effectively meet our quality standards. - You'll need to understand the quality requirements of your tasks and verify the quality of work during and upon completion, ensuring that documentation is completed correctly. - You are responsible for conducting a minimum of two audits per employee weekly, using the company's designated formats, tools, or software. Each audit should be followed by a 20-minute coaching session. - You will also be responsible for following up on action plans of areas of opportunity specifically for bottom and medium performers, ensuring progress and improvement. **Benefits**: - Indefinite-term Contract with Full Colombian Benefits. - Colombia Residents Only