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.

Responsibilities:

• Assess and identify any errors, inconsistencies, or areas of improvement in voice and non-voice interactions.
• Empathize with customers' concerns and frustrations, ensuring that agents respond appropriately and effectively.
• Collaborate with customer support agents and team leads, providing constructive feedback and recommendations to enhance the overall quality of customer support interactions.
• Escalate and communicate detailed information about voice and non-voice interactions.
• Answer Operations questions concerning QA guidelines and policies.
• Send out Red Flag/Fatal Error Audits to Quality Assurance Lead.
• Understand the importance of customer satisfaction and the ability to evaluate interactions based on the resolution provided, customer sentiment, and overall experience.

Required Skills/Abilities:

• Excellent (near-native) spoken and written English is a requirement for this job
• Previous QA experience, preferably in a fintech environment.
• Experience working with Zendesk is required.
• Ability to analyze and solve complex technical issues.
• Excellent written and verbal communication skills.
• Familiarity with QA processes and methodologies
• Proficiency in using CRM platforms to evaluate and analyze data effectively.
• Aptitude for identifying patterns or trends in customer issues, and providing suggestions for process improvements or additional training requirements.
• Strong organizational and time management skills to prioritize evaluations, meet deadlines, and ensure timely feedback to customer support agents.
• Must demonstrate a good attitude and the ability to work as a team player

Education and Experience:

• 1-2 years of experience as a Quality Specialist within the BPO industry.
• Associate’s or bachelor’s degree in a business-related field (preferred).
• Fintech experience is preferred.