Quality Assurance Analyst

Position Title: Quality Assurance AnalystLocation: Zone 13Work Type: On-site
About the Role:The Quality Assurance Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with company standards, client requirements, and overall service excellence. This role helps improve performance by giving actionable feedback, identifying trends, and supporting continuous development initiatives in the contact center.
Key Responsibilities:Monitor and evaluate inbound and outbound calls, chats, and emails based on established quality standardsProvide clear, constructive, and timely feedback to agents and team leadersIdentify performance trends, gaps, and opportunities for improvementConduct calibration sessions with operations and training teams to ensure scoring consistencySupport coaching and development initiatives by delivering quality insightsTrack and report quality metrics, including CSAT, compliance, and call handling standardsEnsure adherence to company policies, procedures, and client-specific requirementsParticipate in continuous improvement projects to enhance customer experience and operational efficiency
Qualifications & Requirements:High school diploma required; bachelor’s degree preferred1–2 years of experience in a call center environment (QA experience preferred)Strong understanding of customer service principles and quality standardsExcellent listening, analytical, and attention-to-detail skillsStrong written and verbal communication skills in EnglishAbility to provide effective and constructive feedbackProficiency in Microsoft Office (Excel, Word, PowerPoint)Ability to work in a fast-paced and dynamic environment
Atento is an award-winning global CX solutions company that creates exceptional experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.