QA Analyst

The Quality Assurance Analyst is responsible for evaluating and improving the overall quality of customer interactions, documentation, and process execution across all channels. Beyond evaluations, this role generates business insights through data analysis, identifies systemic improvement opportunities, and collaborates with Operations, Training, and Continuous Improvement teams to drive performance and customer experience enhancements. Job responsibilities: Evaluate inbound, outbound, side-by-side, and written interactions (calls, chats, claims, emails) for compliance, accuracy, and experience. Provide structured feedback and participate in calibration sessions to ensure evaluation consistency. Support new hires and cross-trainees with live coaching and mentoring sessions. Participate in floor support and knowledge transfer activities as assigned. Analyze QA trends to identify process defects, training gaps, or system-related friction. Participate in Kaizen, A3, and Root Cause Analysis initiatives to drive continuous improvement. Develop mini-insight reports, Pareto analyses, and recommendations for Operations and Training. Support updates to SOPs, workflows, and knowledge base articles to reflect best practices. Maintain accurate documentation of evaluation data, findings, and action plans. Support QA dashboards, performance reports, and monthly insight summaries. Assist during internal audits, compliance checks, and regulatory reviews. Ensure consistency between QA evaluations, operational metrics (FCR, AHT, CSAT), and customer outcomes. Perform other duties and ad-hoc analyses as directed by Quality Management. Requirements Previous Call Center Experience Advanced English level QA experience in a Call Center environment. Windows Office knowledge: Word, Excel, PowerPoint Bachelor's degree (desirable). Car Insurance Policies & Regulations (plus). Continuous Improvement experience (plus) Benefits Private Health Insurance. Life Insurance. Saving Funds and Voluntary Savings Account. Profit Sharing (PTU). Vacation Days (above law). Christmas bonus. Vacation premium.