QA Analyst

Helpware; Lima Metropolitana; On-site; PEN 102,000 - 143,000; Full time

Job summary

Helpware in Lima is seeking a Quality Assurance Specialist to monitor customer interactions across calls, chats, and emails against defined standards. You will document findings, provide actionable feedback, and support coaches and team leaders in improving agent performance.

You will analyze QA results to spot trends, prepare summaries for leadership, ensure adherence to client requirements and company policies, and participate in calibration initiatives to keep scoring aligned across

Responsibilities

• Monitor and evaluate customer interactions across calls, chats, emails against quality standards and scorecards.
• Document findings accurately to support fair and objective evaluations.
• Provide clear, constructive feedback to agents and team leaders to reinforce strengths and address gaps.
• Track QA metrics and trends; prepare reports and summaries for leadership decisions.
• Ensure compliance with standards, policies, client requirements, and applicable guidelines.

Job description

Primary Responsibilities:

• Monitor and Evaluate Customer Interactions:
  Review calls, chats, emails, and other support interactions against established quality standards and scorecards.
  Document findings accurately and consistently to support fair and objective evaluations.
• Provide Feedback and Coaching Support:
  Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.
  Support coaching sessions by identifying specific behaviors and opportunities for improvement.
• Track Quality Metrics and Trends:
  Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.
  Prepare reports and summaries that help leadership make informed decisions.
• Ensure Compliance with Standards:
  Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.
  Escalate quality or compliance concerns when necessary.
• Participate in Calibration and Improvement Initiatives:
  Join calibration sessions to maintain scoring consistency across evaluators and operational teams.
  Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.