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◆ 6/10
supporttechQA Engineeroffice
About this role
Join Plata as a QA Analyst to monitor calls and chats in our Contact Center, ensuring quality standards and driving continuous improvement in our operations.
Description
Join Plata, be part of the financial revolution that is expanding in Colombia! We have just received our banking license in Mexico and are entering a phase of growth, constant innovation, and real opportunities for those who want to build something great! As a Quality Analyst, you will be responsible for evaluating interactions and processes to ensure compliance with quality standards.
Responsibilities
- Monitor calls, chats, and procedures to ensure compliance with quality standards.
- Collaborate with teams to keep desktop instructions updated.
- Propose continuous improvement strategies alongside Training and Operations.
- Provide individual and group feedback to agents to support their development.
- Conduct induction sessions on quality topics for new hires.
- Analyze data and generate reports to detect trends and improvement opportunities.
- Coordinate calibration sessions with other operational areas to standardize criteria and identify opportunities.
Requirements
- Attention to detail to identify errors and inconsistencies.
- Objective analysis and judgment based on data and evidence.
- Clear verbal and written communication in Spanish.
- Customer orientation and focus on service quality.
- Constructive feedback and orientation towards continuous improvement.
- Basic handling of Excel/Google Sheets, filters, percentages, and data analysis.
- Organization and follow-up to meet tasks and deadlines.
- Adaptability and learning to apply new processes and criteria.
Conditions & Benefits
- We are a company that invests in talent, promotes new opportunities, and supports your professional development at every step.
Job Details
Market range (est.)$90k–$180k
LocationOffice
AI Score★★★★★★☆☆☆☆ 6/10
PostedSep 14, 2026 (6d ago)
Tags & Skills
supporttechQA Engineeroffice
Tech Stack
ExcelGoogle Sheetsdata analysis