Quality Assurance Specialist (SDQ)

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:

• Previous QA experience preferred.
• 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 in the BPO industry.
• Senior student of Marketing, Business Administration, Statistics or relevant fields.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.