Quality Assurance Specialist (BOG)

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.

• →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).