Quality Analyst (Call Center)

📌 Position Title: Quality Analyst (QA)

Location: On-site – Colombia (Medellín / Bogotá / Barranquilla)

Experience Level: Mid-Senior (3–5 years)

Schedule: Monday to Friday, 4:00 PM – 1:00 AM (Kenya Time)

English Level: 8.0 – 9.0 (B2+/C1)

Salary: 80,000 – 100,000 KES

Transportation Allowance: 10,500 KES

🧾 Role Description

The Quality Analyst will be responsible for ensuring operational excellence through audits, performance analysis, metrics control, and continuous process improvement within call center and Talent Acquisition environments.

This role combines traditional QA responsibilities with strategic evaluation of profiles and recruitment processes, ensuring:
• High quality standards
• KPI compliance
• Continuous process optimization

We are looking for a multitasking professional who is adaptable to change, results-oriented, and possesses strong analytical skills.

🎯 Key Responsibilities
• Evaluate interactions focused on Customer Satisfaction (CSAT)
• Monitor and analyze operational KPIs, including:
• Quality
• Response times
• Adherence
• Accuracy
• Overall performance
• Provide structured feedback, coaching, and improvement plans
• Identify opportunities for continuous improvement and process optimization
• Collaborate with stakeholders and operational teams
• Ensure compliance with internal standards, SLAs, and client guidelines
• Audit calls, processes, and operational documentation
• Analyze performance trends and identify operational risks
• Conduct follow-ups and coaching sessions
• Support initiatives to enhance both customer and candidate experience

🧠 Soft Skills
• Strong multitasking and ability to work under pressure
• High adaptability to change
• Critical thinking and data-driven analysis
• Assertive communication (feedback and coaching)
• Organization, discipline, and consistency
• Results-oriented mindset with focus on continuous improvement
• Ability to evaluate profiles and detect quality deviations
• Teamwork and collaborative leadership

💻 Technical Requirements
• English B2+ (mandatory): reading, writing, and speaking
• Basic to intermediate Excel (tables, filters, data analysis)
• Minimum of 2 years of experience in Quality Assurance within call centers or operational environments
• Knowledge of:
• KPIs and performance metrics
• Customer Satisfaction / Customer Experience
• Structured auditing processes
• Ability to provide clear feedback and effective coaching

➕ Additional Skills (Nice to Have)
• Lean Six Sigma or continuous improvement methodologies
• Process optimization and operational analysis
• Experience with dashboards or analytical tools (Power BI is a plus)
• Knowledge of quality, adherence, and performance metrics

🎁 Benefits – Solvo Global
• 🎓 Personal and professional development courses
• 🧘 Psychosocial support within the company
• 🏷️ Discounts at partner stores in all cities where Solvo operates
• 🚀 Real growth opportunities
• 🌟 Multicultural and dynamic work environment