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Client Service Team Lead (Honduras) at Hire Horatio CX
San Pedro Sula, Cortés, Honduras -
Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Quality Assurance, Client Expectations, Customer Success, Quality Measures, Analysis, Problem Solving, Communication, Attendance, Independence, Professionalism, Multitasking, Team Player, Flexible Schedule

Industry

Outsourcing and Offshoring Consulting

Description
Position Summary: 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 Analyst, you are responsible for evaluating associates on client-specific criteria. Responsibilities: Escalate and communicate detailed information about calls monitored to all clients and the Quality Assurance Coordinator. Answer Operations questions concerning QA guidelines and policies. Send out Red Flag/Fatal Error Audits to Quality Assurance Coordinator. Organize calibration sessions with team leads, managers, etc. Required Skills/Abilities: Ability to analyze and solve complex technical issues. Strong communication skills (verbal and written communications). Strong attendance record. Ability to work independently. Professional demeanor. (If hired internally) must show exemplary quality scores throughout tenure as an agent. Ability to perform other related duties and assignments as required and assigned by supervisor or manager. Must demonstrate a good attitude and the ability to work as a team player Ability to multitask. Willing to work on a flexible schedule. Education and Experience: 1+ years of experience as a Quality Analyst. Senior student of Marketing, Business Administration, Statistics or relevant fields.
Responsibilities
The role involves evaluating associates based on client-specific criteria, escalating detailed information from monitored calls to clients and the Quality Assurance Coordinator, and answering operational questions regarding QA guidelines. This person will also be responsible for sending out Red Flag/Fatal Error Audits and organizing calibration sessions.