The Role
Evaluates customer support calls and tickets for accuracy, completeness, empathy, policy adherence, and overall quality. Provides actionable feedback to agents and team leads, identifies trends and process improvement opportunities, escalates fatal errors and red flags, and communicates findings to Operations and clients. The role also supports QA policy guidance, audit reporting, strategic recommendations, and action planning.
Summary Generated by Built In
Position Summary:
Horatio is looking for a highly energetic Quality Assurance Specialist. This person should be a self-motivated employee with high standards around Client expectations, Customer Success, and Quality Measures. As a Quality Assurance Specialist, you will be responsible for evaluating and assessing customer support interactions for accuracy, completeness, and adherence to established guidelines and procedures.
This is an on-site role in Bogota. Responsibilities:- Review and analyze call or ticket responses to pinpoint discrepancies, errors, or opportunities for improvement.
- Ensure agents handle customer frustrations with empathy and efficacy by monitoring interactions.
- Partner with team leads and associates to provide actionable feedback aimed at raising support quality standards.
- Communicate and escalate comprehensive details regarding specific calls or tickets.
- Serve as a point of contact for Operations regarding QA policies and procedural guidelines.
- Submit Fatal Error and Red Flag audits directly to the Quality Assurance Lead.
- Assess interactions based on customer sentiment, resolution accuracy, and the total user experience.
- Participate in client sessions to deliver results, strategic recommendations, and action plans.
- Excellent (near-native) spoken and written English is a requirement for this job
- Previous experience in QA roles within the BPO industry is required.
- Excellent written and verbal communication skills.
- Experience with QA processes and methodologies specific to customer support tickets and call evaluation, such as scoring rubrics or quality standards.
- Proficiency in using CRM platforms to evaluate and analyze data effectively.
- Aptitude for identifying patterns or trends in customer issues and providing suggestions for process improvements or additional training requirements.
- Strong organizational and time management skills to prioritize evaluations, meet deadlines, and ensure timely feedback to associates.
- Must demonstrate a good attitude and the ability to work as a team player.
- At least 2 years of experience as a Quality Specialist or similar roles.
- Associate’s or bachelor’s degree in a business-related field (preferred).
Skills Required
- Near-native spoken and written English
- Previous quality assurance experience within the BPO industry
- At least 2 years of experience as a Quality Specialist or similar
- Experience with customer support QA processes, scoring rubrics, or quality standards
- Proficiency using CRM platforms to evaluate and analyze data
- Excellent written and verbal communication skills
- Ability to identify customer issue patterns and recommend process improvements or training
- Strong organizational and time management skills
- Teamwork and positive attitude
- Associate's or bachelor's degree in a business-related field
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The Company
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
