Quality Assurance Specialist (BOG)

  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 Specialist, you will be responsible for evaluating and assessing customer support interactions for accuracy, completeness, and adherence to established guidelines and procedures.

This is an on-site role in Bogota.

Responsibilities: Review and analyze call or ticket responses to pinpoint discrepancies, errors, or opportunities for improvement.

Ensure agents handle customer frustrations with empathy and efficacy by monitoring interactions.

Partner with team leads and associates to provide actionable feedback aimed at raising support quality standards.

Communicate and escalate comprehensive details regarding specific calls or tickets.

Serve as a poin...

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