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.