Posted Date : 19th Dec, 2025
Job Category :
Costa Rica
Posted 6 hours ago
Job title: Quality Assurance Analyst – Support Operations
Work Location: Ultralag, Heredia
Experience: 1–3 years in Quality Assurance, Support Operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2
Summary:
- The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous improvement initiatives.
- This role plays a key part in ensuring high-quality interactions, maintaining service standards, and enabling teams to meet KPIs and SLAs.
- The ideal candidate brings strong analytical skills, effective communication, and experience providing actionable feedback to improve performance across support teams.
Roles and Responsibilities:
- Review cases based on required sampling guidelines (e.g., 1 in every 5 cases) to ensure compliance with KPIs and SLAs.
- Provide additional case audits as needed to analyze customer dissatisfaction drivers and performance gaps.
- Deliver 1:1 and group coaching sessions for agents on quality standards, communication, and best practices.
- Facilitate team-wide coaching to address widespread QA trends or recurring issues.
- Follow up on feedback submitted through internal flagging or escalation systems.
- Prepare and present quality reports for weekly, monthly, and quarterly business reviews (WBR/MBR/QBR).
- Identify quality issues and lead projects or initiatives to address root causes, tracking impact and improvements.
- Escalate high-impact or recurring problems to designated Quality Points of Contact (POCs) when necessary.
- Participate in regular meetings with internal QA stakeholders to align on quality metrics, trends, and initiatives.
- Lead weekly QA debrief meetings during assigned rotation.
Required Skills:
- 1–3 years of experience in Quality Assurance, customer support, or operations.
- Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
- Excellent written and verbal communication skills for coaching and delivering clear feedback.
- Ability to manage multiple priorities and work in a fast-paced support environment.
- Experience preparing quality reports, dashboards, or business review presentations.
- Strong attention to detail and accuracy in case evaluation and documentation.
Desired Skills:
- Experience in service desk, customer experience, or contact center environments.
- Familiarity with QA methodologies, calibration practices, and coaching frameworks.
- Knowledge of ticketing systems, QA tools, or customer experience platforms.
- Ability to collaborate effectively across cross-functional teams.
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| Job Level | 1- 5 Years, 1-4 Years |