Quality Assurance Analyst - Santiago

We're Hiring Quality Assurance Analyst at GBSAre you passionate about delivering exceptional customer experiences? Do you have an eye for detail and a drive for continuous improvement? GBS is looking for a Quality Assurance Analyst to join our team and help us uphold the highest ...

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We're Hiring Quality Assurance Analyst at GBS

Are you passionate about delivering exceptional customer experiences? Do you have an eye for detail and a drive for continuous improvement? GBS is looking for a Quality Assurance Analyst to join our team and help us uphold the highest standards of service across all customer interactions.

This is a 100% on-site position available in our Santiago de los Caballeros

About the Role

As a Quality Assurance Analyst, you will play a key role in evaluating the performance of our teams and ensuring that every interaction with our members reflects our commitment to excellence and our Core Values.

You'll assess calls, chats, emails, and other interactions, identify opportunities for improvement, and collaborate with supervisors and agents to elevate the customer experience.

What You'll Do

• Monitor and audit customer interactions across multiple channels.
• Evaluate adherence to company and client guidelines.
• Provide structured feedback and coaching to agents and supervisors.
• Prepare daily, weekly, and monthly quality reports.
• Support the development and improvement of QA processes and training materials.
• Conduct workshops and assist with escalations, special audits, and quality checks.
• Maintain updated knowledge of processes to ensure accurate performance evaluations.

What We're Looking For

• At least 2 years of QA experience in a call center environment.
• Advanced english
• Strong attention to detail and analytical skills.
• Excellent verbal, written, and interpersonal communication.
• Outstanding customer service orientation.
• Ability to work independently and adapt to a fast-paced environment.
• Strong coaching, development, and continuous improvement mindset.
• Tech-savvy, familiar with Google Suite, and proficient typing skills.
• Positive attitude, proactive approach, and strong sense of responsibility.

Join Our Team:

This is more than just a job—it's an opportunity to make a meaningful impact on our call center operations and customer experiences at GBS International.

If you're an experienced leader with a passion for driving operational excellence, we invite you to apply for the Call Center Operations Manager role and lead our team to new heights.

Let your leadership experience shine and show us how you'll lead our call center operations to success at GBS International.