About the Role:

We are looking for a
Quality Analyst (QA)
to help drive quality excellence and enhance the customer experience within our Healthcare operations. In this role, you will monitor customer interactions, evaluate performance, ensure compliance with quality standards, and provide actionable coaching to support continuous improvement.

Key Responsibilities:
- Monitor and evaluate voice and email interactions to ensure quality and compliance.
- Conduct quality audits and identify opportunities for process improvement.
- Provide timely, constructive feedback to Team Leaders and Customer Service Representatives.
- Analyze quality trends and prepare performance reports.
- Lead calibration sessions to ensure consistency across evaluations.
- Track key performance metrics and recommend improvement plans.
- Ensure adherence to company policies, client requirements, and regulatory standards.
- Collaborate with Operations, Training, and other support teams to improve service delivery.

What We're Looking For:




- Bachelor's degree in Business Administration, Quality Management, or a related field (or equivalent experience).
- 1–2 years of experience as a Quality Analyst in a BPO/call center environment.
- Healthcare experience is highly preferred.
- Strong understanding of Quality Assurance methodologies and customer service standards.
- Experience using quality monitoring tools and performance reporting systems.
- Advanced analytical skills and proficiency in data analysis.
- Excellent communication, coaching, and problem-solving skills.
- Advanced English proficiency (B2+/C1).

Why Join Us?
- Be part of a growing Healthcare operation.
- Collaborative and people-focused work environment.
- Opportunities for professional growth and development.
- Competitive compensation and benefits.

Ready to make an impact? Apply today and help us deliver exceptional customer experiences.

📌 Quality Analyst (Barranquilla)
🏢 iQor
📍 Barranquilla