Quality Assurance Coordinator

Job SummaryWe are seeking a detail-oriented and results-driven Quality Assurance Coordinator to support and oversee quality assurance processes within our customer service call center operations. This role is responsible for monitoring service quality, analyzing performance metrics, ensuring compliance with company standards, and driving continuous improvement initiatives to enhance customer experience and operational performance.
The ideal candidate demonstrates strong leadership abilities, analytical thinking, excellent organizational skills, and the ability to manage multiple priorities in a fast-paced environment
Key ResponsibilitiesMonitor and evaluate customer interactions to ensure compliance with quality standards, company policies, and procedures.Coordinate daily quality assurance activities within the customer service operation.Provide coaching support and actionable feedback to improve agent performance and customer experienceAnalyze quality performance metrics and prepare reports to identify trends, opportunities, and areas for improvementUtilize data analysis tools to support quality initiatives and operational decision-makingCollaborate with Operations, Team Leaders, and Training teams to address quality concerns and implement corrective action planAssist in the development and continuous improvement of quality assurance processes and evaluation standardsSupport calibration sessions and ensure consistency in quality evaluationsManage multiple projects and quality-related initiatives simultaneously while meeting deadlinesMaintain accurate documentation and reporting of quality findings and action plan
Qualifications & RequirementsMinimum of 6 months of proven experience as a Team Leader, preferably within Quality Assurance teams in a call center environment.Active university student, preferably pursuing a degree in Business Administration, Industrial Engineering, or a related field.English proficiency level: B2+ (required)Advanced proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and reporting tools.Strong leadership and conflict-resolution skills. Experience working with data analysis tools and performance metrics.Strong organizational skills with the ability to manage multiple projects simultaneously.Excellent analytical skills and strong attention to detail.
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.