Quality Assurance Sr. Analyst (Bogotá)

Role Responsibilities

• Tracking customer feedback to identify successes, gaps, errors, and non‑conformity issues through robust processes.
• Focusing on the entire customer journey to suggest process improvement and issue resolution. Working collaboratively with our BPOs on performance improvement, feedback processing, reporting, data quality, and guiding implementation of change.
• Monitoring our BPO operations to ensure we are providing a world‑class customer service, conforming to company guidelines.
• Serving as a quality advisor and initiating process, technology and people‑oriented change using such methods that ensure efficient and consistent performance.
• Coordinating the implementation of the QA strategy and policies throughout our BPOs in the region to ensure an error‑free, efficient, and effective service that leads to high customer satisfaction.
• Conducting analyses and providing insights and reports on customer servic...