Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ar6gw
About Us
Empresa confidencial is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support corporate and enterprise clients with seamless connectivity.
We’re not just connecting people—we’re enabling companies and their employees to stay productive, informed, and competitive, wherever in the world they do business.
About The Role
As a Quality Assurance (QA) Analyst, you’ll analyze conversations across calls, chat and email to ensure that every interaction reflects Empresa confidencial’s customer-centric standards. You’ll evaluate quality, coach agents, and provide insights that drive continuous improvement, all to guarantee our customers receive world-class service, no matter where they are.
If you’re passionate about elevating customer experience, obsessed with details, and driven by data, this role is for you.
Key Responsibilities
Review and evaluate customer interactions across chat, email, video and social media channels to ensure adherence to Empresa confidencial’s quality standards and protocols.
Monitor agent performance using key metrics established in the operation.
Monitor AI performance using key metrics established in the operation.
Identify coaching opportunities and provide detailed feedback to agents and team leaders to improve performance and consistency.
Calibrate quality evaluations with other QA Analysts and leaders to ensure fairness and alignment across the team.
Create and escalate action plans with managers to improve performance of team members.
Collaborate with Team Leaders, SMEs, and Trainers to identify common challenges and knowledge gaps.
Propose process improvements and knowledge updates that enhance efficiency and customer satisfaction.
Support the creation of best practices, tone guidelines, and examples of excellent
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ar6gw
📌 Quality Assurance Analyst (Medellín)
🏢 Empresa líder
📍 Medellín
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.