QA Analyst

Helpware; Magdalena del Mar; In loco; PEN 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

Helpware Peru is seeking a quality assurance specialist to monitor customer interactions across calls, chats, and emails, ensuring adherence to defined standards. You will document findings and provide structured feedback to support fair evaluations and coach agents toward improved performance.

In this role, you will analyze QA data, identify trends and root causes, and prepare leadership-ready reports. You will ensure compliance with policies and escalate issues as needed while participating in

Mansioni

• 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.

Descrizione del lavoro

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.