Quality Assurance Analyst (Bogotá)

Responsibilities

• Conduct detailed quality assessments of service interactions in both English and Spanish to provide actionable feedback and ensure high-level issue resolution.
• Collaborate with the Quality Supervisor and cross‑functional teams to implement improvement actions and projects to increase the CX metrics.
• Monitor service experience indicators—including Customer Effort Score (CES) and Customer Satisfaction (CSAT)—to ensure full compliance with organizational quality standards and project goals.

Qualifications

• Experience: At least 2–3 years of experience in quality assurance, customer service analysis, or a related field within a corporate environment.
• Expertise: Native or professional fluency in both English and Spanish, with strong knowledge of service metrics like Customer Effort Score (CES) and Customer Satisfaction (CSAT).
• Skills: Proven ability in identifying service gaps, providing const...