Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at3sa

? Position Title: Quality Analyst (QA)

Location: On-site – Colombia (Medellín / Bogotá / Barranquilla)
Experience Level: Mid-Senior (3–5 years)
Schedule: Monday to Friday, 4:00 PM – 1:00 AM (Kenya Time)
English Level: 8.0 – 9.0 (B2+/C1)
Salary: 80,000 – 100,000 KES
Transportation Allowance: 10,500 KES

? Role Description
The Quality Analyst will be responsible for ensuring operational excellence through audits, performance analysis, metrics control, and continuous process improvement within call center and Talent Acquisition environments.
This role combines traditional QA responsibilities with strategic evaluation of profiles and recruitment processes, ensuring:
High quality standards
KPI compliance
Continuous process optimization
We are looking for a multitasking professional who is adaptable to change, results-oriented, and possesses strong analytical skills.

? Key Responsibilities
Evaluate interactions focused on Customer Satisfaction (CSAT)
Monitor and analyze operational KPIs, including:
Quality
Response times
Adherence
Accuracy
Overall performance




Provide structured feedback, coaching, and improvement plans
Identify opportunities for continuous improvement and process optimization
Collaborate with stakeholders and operational teams
Ensure compliance with internal standards, SLAs, and client guidelines
Audit calls, processes, and operational documentation
Analyze performance trends and identify operational risks
Conduct follow-ups and coaching sessions
Support initiatives to enhance both customer and candidate experience

? Soft Skills
Strong multitasking and ability to work under pressure
High adaptability to change
Critical thinking and data-driven analysis
Assertive communication (feedback and coaching)
Organization, discipline, and consistency
Results-oriented mindset with focus on continuous improvement
Ability to evaluate profiles and detect quality deviations
Teamwork and collaborative leadership

? Technical Requirements
English B2+ (mandatory): readi

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at3sa

📌 Quality Analyst (Medellín)
🏢 Importante empresa
📍 Medellín