Position Summary:

Horatio is seeking a highly energetic and self-motivated Quality Assurance Specialist. The successful candidate will have high standards for Client expectations, Customer Success, and Quality Measures. This role involves evaluating and assessing customer support interactions to ensure accuracy, completeness, and adherence to established guidelines and procedures.

The ideal candidate must have prior experience in similar roles as a QA, within the BPO industry.

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 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.