- Quality personnel are required to monitor various communications to ensure compliance of all applicable rules and regulations.
- Ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives
- Responsibilities include agent-wise quality monitoring of transactions (chats, email, call recordings, social media interactions), team level quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits
- Defining and updating quality frameworks to match the workflows
- Often required to track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality.
- Attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans
- Performs monitoring and provides feedback and, trend data to team management
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Two-three years minimum of relevant experienceExperience working as an agent prior in same or similar workflowsExcellent oral, written and interpersonal communication skills.Exceptional listening and analytical skills.Intermediate level expertise with Word and Excel.Intermediate to advanced level knowledge with Internet technology.Strong knowledge of customer care processes and techniques.Solid understanding of workflow tools used for providing servicesDemonstrated ability to work well in a team environment.Dedication to providing exceptional customer service.
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Quality Reviewer
hace 2 semanas
OutPlex Bogota, Colombia**Company Overview** · Outplex is recognized as one of the leading customer contact organizations for superior quality, professionalism and results. Outplex is a top contact center providing services and digital transformation to some of the most recognized companies today Our su ...
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hace 3 días
TransUnion Bogota, ColombiaTransUnion's Job Applicant Privacy Notice · **What We'll Bring**: · A leader of a team that consistently manages supervising and coordinating the activities of a team of associates within the department. Assists the Business Manager to set direction and standards for production a ...
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hace 6 días
PureRED Bogota, ColombiaPureRED is looking for a Quality Assurance Specialist (QAS). A QAS partners closely with our Production Artists and their teams, to ensure that we are printing accurate data in our client's weekly promotional ads. You will be almost like a detective: reviewing lines of data, runn ...
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Sr Site Mgr 1, Real World Evidence
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Novasyte Bogota, ColombiaJob Overview · Responsible for remote site monitoring activities to ensure that sites are conducting the study(ies) and reporting study data as required by the study protocol, applicable regulations and guidelines, and sponsor requirements. · Essential Functions · - Serves as an ...
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Csc Trade Senior Tcap
hace 6 días
Citi Bogota, Colombia**BUSINESS OVERVIEW**: · Latam Trade is a key unit within the Citi Service Center (CSC), with servicing responsibilities for a group of several trade products Documentary Letter of Credit, Collections, Standby's, Trade Loans Payables and Receivables for Latin America. Global Trad ...
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Medical Review and Device Safety Lead
hace 1 semana
Merck Bogota, Colombia**The Position** · The Medical Review and Device Safety Lead provides leadership in the areas of PV operations, medical assessment, device PV regulations, first-line signal detection, and innovation. The Medical Review and Device Safety Lead oversees the implementation and monito ...
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Domestic P&r and Productivity Ops Avp
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Citi Bogota, Colombia**Main Responsibilities**: · - Follow up and prompt scalation on productivity projects being executed in partnership with OPS, Tech and Product. · - Collect and analyze relevant information of Domestic P&R processes and work on their improvement getting involved to local and regi ...
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Quality Technician Iii
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Jabil Circuit Bogota, ColombiaAt Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 260,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an ...
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Central Monitor
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Novasyte Bogota, ColombiaExternal Job Description · Job Overview · A Central Monitor is a key skilled and clinically experienced team member of IQVIA Central Monitoring Department. Provides remote project support and assistance across multiple projects, sites and teams and reviews the structured clinical ...
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Latam Cash Csc Avp
hace 2 días
Citi Bogota, Colombia**Responsibilities**: · - Review service quality, production systems, and client reporting within cash and trade operations · - Analyze complex and variable issues to resolve issues and ensure team deliverables meet performance and quality expectations · - Recommend quality revie ...
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Gef Grants Manager, Ci-gef Agency
hace 3 días
Conservation International Bogota, Colombia**GEF Grants Manager, CI-GEF Agency** · Conservation International protects nature for the benefit of humanity. Through science, policy, fieldwork, and finance, we spotlight and secure the most important places in nature for the climate, biodiversity, and for people. With offices ...
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Bilingual Senior Accountant
hace 1 semana
TMF Group Bogota, Colombia**Job no**: 569625 · **Work type**: Full time · **Location**: Bogota, Colombia · **Categories**: Client Accounting · **Office Location**: USA- Raleigh · **PURPOSE OF THE ROLE** · This position will execute a variety of accounting, financial reporting (US GAAP), and analytical res ...
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Audit Manager
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Quality Assurance Team Lead
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IntouchCX Bogota, ColombiaAbout IntouchCX · IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled w ...
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Regional Quality Assurance Manager
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ABBVIE Bogota, ColombiaAt AbbVie we are lookink for The Regional QA Manager, in this position you will be responsible for providing leadership and oversight of Quality Compliance matters across multiple commercial entities within a region in support of the quality system requirements associated with: p ...
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Director of Operations
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Director of Operations
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Quality Reviewer - Bogotá, Colombia - Outplex
Descripción
Company Overview
Outplex is recognized as one of the leading customer contact organizations for superior quality, professionalism and results. Outplex is a top contact center providing services and digital transformation to some of the most recognized companies today Our success can be attributed to one thing – outstanding employees who provide superior services and products to our customers. Come find out for yourself what is the Outplex difference
Position Responsibilities:
Essential skills and experience: