Quality Analyst Customer Support
Quality Analyst Customer Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Power Service Excellence in a High-Impact Tech Environment
Join our client MyPass Global the trailblazing Aussie tech company reshaping workforce compliance across 25 countries and counting. Their award-winning MyPass platform is the single source of truth for high-stakes industries digitizing credentialing eliminating spreadsheets and slashing admin costs by up to 70%. Trusted by giants in energy mining healthcare and more MyPass isn t just building software it s setting the gold standard. If you thrive in fast-paced innovation and want to make compliance smarter cleaner and safer this is your next big move.
What You ll Actually Be Doing
Be part of our client s team as a Quality Analyst Customer Support where youll monitor and evaluate customer interactions deliver feedback and drive service improvements. Your role ensures every support experience meets top-tier standards helping shape a smarter sharper and more customer-focused operation.
Job Snapshot
Shift: Mixed Shifts (Start times between 5AM 3PM or 8AM 6PM Tuesday Saturday)
Work Setup: Onsite Bogot Colombia (Connecta)
What Youll Do Day-to-Day
- Quality Monitoring: Conduct regular evaluations of customer support interactions (calls emails chats tickets) to assess adherence to company standards and policies.
- Performance Analysis: Analyze customer interactions to identify trends improvement areas and training needs among support representatives.
- Feedback and Coaching: Provide constructive feedback and coaching based on evaluation results to improve agent performance and customer satisfaction.
- Documentation: Maintain accurate records of evaluation results feedback and actions taken to address performance issues or knowledge gaps.
- Process Improvement: Collaborate with stakeholders to develop and implement strategies that enhance support processes procedures and training programs.
- Quality Assurance Calibration: Facilitate calibration sessions to align QA standards ensure consistent evaluations and improve the accuracy of QA measures.
- Quality Assurance Metrics: Track and report on key metrics such as response time resolution time customer satisfaction first-contact resolution service levels and other customer experience indicators.
- Compliance Monitoring: Ensure adherence to regulatory requirements company policies and industry best practices across all support activities.
- Escalation Management: Identify and escalate critical or recurring issues to the appropriate management team for resolution.
Requirements
What You ll Bring to the Table
- At least 2 years of relevant experience in quality assurance
- Strong interest in investigating details across support CRMs for objective evaluations
- Passion for managing large volumes of data and spreadsheets
- Basic knowledge of MS Excel functions including PivotTables VLOOKUP and IF statements
- Orientation toward continuous improvement in data analysis and presentation
- Experience in a QA role within a customer support or service environment using ticketing systems
- Familiarity with industry-specific regulations and compliance standards
- Preferred: Certification in quality assurance or customer service management
Benefits
Whats in Store for You
- 5 days work week
- 20 vacation days in total
- Prepaid medicine
- Fully-customized Emapta laptop and peripherals
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations - Bogot and Medellin
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit Future Team at Emapta Latam
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities competitive compensation and a supportive work environment that fosters professional growth. With over 900 clients worldwide and a team of over 10000 talented professionals Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia where your skills are valued and your career ambitions are supported.
#EmaptaEra
What You ll Bring to the Table At least 2 years of relevant experience in quality assurance Strong interest in investigating details across support CRMs for objective evaluations Passion for managing large volumes of data and spreadsheets Basic knowledge of MS Excel functions including PivotTables, VLOOKUP, and IF statements Orientation toward continuous improvement in data analysis and presentation Experience in a QA role within a customer support or service environment using ticketing systems Familiarity with industry-specific regulations and compliance standards Preferred: Certification in quality assurance or customer service management
Employment Type
Full Time
