Quality Assurance Analyst

Note: Non-bilingual candidates won't be considered for this position (English B2 Intermediate - C1). The Quality Assurance analyst will be required to work On-Site in Bogotá JOB SUMMARY: The Quality Assurance Analyst ensures employees strictly follow client's procedures, proactively analyzes performance data, conducts audits, and provides actionable insights to enhance service delivery and drive continuous improvement within the organization. RESPONSIBILITIES: Conduct monthly planning sessions with QA Leadership to set business objectives. Monitor daily employee performance through KPI dashboards. Identify trends, share insights, and propose data-driven improvement strategies. Participate in calibration sessions and internal/external meetings. Maintain updated quality documentation (Flowcharts, SOPs, JDs). Identify training needs and collaborate with the training team to close skill gaps. EDUCATION AND EXPERIENCE: High School diploma or Bachelor's degree At least 12 months of experience in Quality Assurance for Outsourcing/BPO operations. Strong analytical, communication, and organizational skills. Advanced English proficiency (B2–C1). Proficiency in Microsoft Suite and 3CX. BENEFITS Competitive salary. Monday to Friday schedule (weekends off). Growth opportunities. Great working environment.