Position Title: Quality Assurance Analyst (Quality Assurance Analyst
- Remote ONLY in Colombia)

Language (s):All applicants must speak fluent English. Any other language is a plus

Contract Type: Labor / Indefinite Terms
- Download speed: 50 Mbps
- Upload speed: 20 Mbps
- Ping: < 150 ms

Job Start Date:Immediate

Location: Remote

Country:Colombia

Preferability:People with a disability that has been _verified_ and _certified_ by the appropriate institution.

Hours:8:00 AM to 5:00 PM US CST Monday to Friday

Adaptable schedule based on business needs

Reports to: QA Supervisor/Manager

Description

The role of Quality Assurance Analyst is to ensure all quality initiatives meet the company’s standards for service, professionalism, and compliance. This role is also responsible for monitoring and evaluating inbound and outbound calls as well as account treatment to make certain quality, accuracy, and consistency is maintained.

Essential Duties and Responsibilities include the following:




- Monitor calls and action taken on accounts to ensure that all processes and procedures used by employees are followed/adhered to at the level required by the client.
- Provide guidance, expert analysis, and feedback to team members and management
- Maintain Quality Assurance analytical systems (SharePoint and VoizTrail) to ensure high-quality standards, effective reporting, and alignment with business line needs.
- If identified, appropriately escalate received complaints to a QA Analyst III or Team Lead for handling.
- At all times maintain confidentiality of all aspects of position, which includes but not limited to, call details, account reviews, employee performance levels, complaints and development needs
- Active participation in internal team meetings as well as collective meetings with the departments we service
- Function as backup to other team members if required, to ensure completion of all daily responsibilities.
- Foster effective communication and collaboration between

📌 Quality Assurance Analyst (Colombia)
🏢 Cadex
📍 Colombia