Bilingual Quality Analyst Contact Center

Datamark, Inc.; Chihuahua; Sur place; MXN 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Todas las prestaciones de ley

Cafeteria

Pago semanal

Capacitacion pagada

Résumé du poste

DATAMARK, Inc. is seeking a dedicated QA Analyst for Contact Center to join our quality assurance team. The role focuses on analyzing requirements, executing test plans, and ensuring deliverables meet quality standards within our contact center operations.

Responsibilities include monitoring performance, preparing QA reports, maintaining QA records, and collaborating across departments to address issues. Candidate should have strong QA knowledge and Excel proficiency.

Qualifications

• Experience in a QA Analyst role or similar position.
• Strong knowledge of QA methodologies, tools, and processes.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Excel.

Responsabilités

• Familiar with all quality aspects of contact center activities.
• Monitors performance with supervisors to implement improvements.
• Prepares QA reports by collecting and summarizing data.
• Maintains QA activity records.
• Collaborates with Training, Compliance and other departments.
• Participates in calibrations and center evaluations.
• Keeps up with QA best practices and new technologies.

Connaissances

QA Analyst

Quality assurance

Analytical skills

Excel

Communication

Formation

Bachelor's degree or higher in Business or related field

High School Diploma

Outils

Microsoft Excel

Description du poste

DATAMARK, Inc. is looking for a dedicated and detail-oriented QA Analyst for Contact Center to join our quality assurance team. As a prominent provider of business process outsourcing solutions, we are committed to ensuring that our services meet the highest standards of quality. The QA Analyst will play a vital role in assessing and improving our processes, products, and services to ensure customer satisfaction.

In this position, the QA Analyst will be responsible for analyzing requirements, creating and executing test plans, identifying defects, and ensuring that deliverables meet specified quality standards. The ideal candidate will have strong analytical skills, a keen eye for detail, and a deep understanding of QA methodologies and tools.

Responsibilities

• Demonstrates complete familiarity with all aspects of quality of Contact Center activities such as calls and other channels of interaction including performance, professionalism, ethical standards, policies, guidelines, and procedures.
• Monitors contact-center performance, working with supervisors to implement improvement plans.
• Prepares quality reports by collecting, analyzing, and summarizing information and trends.
• Maintains all records of QA activities, including QA-identified issues.
• Collaborates with Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
• Participates in periodic calibrations, as well as quarterly center evaluation programs.
• Stay up to date with industry best practices and emerging technologies related to quality assurance.

Requirements

• High School Diploma, Bachelor’s degree or higher in Business or related field preferred
• Experience in a QA Analyst role or similar position with a proven experience in implementing process/quality improvement tools and techniques
• Strong knowledge of QA methodologies, tools, and processes
• Excellent verbal and written communication skills
• Proficiency in Microsoft Excel

Benefits

• Todas las prestaciones de ley
• Cafeteria
• Pago semanal
• Capacitacion pagada