- Bureau à Bogota
Description
The Quality Associate supports the continuous evaluation of customer and clerk interactions, ensuring they follow PayJoy's quality standards. This entry-level role executes audits under supervision, documents findings accurately, and reports patterns to the QA Specialist, contributing to quality program consistency across BPOs and business lines.
Key Responsibilities
Execute interaction audits (calls, chats, and tickets) across Phone Finance, Credit Line, and Collections following established scorecards and rubrics .
Accurately log and document evaluation results in designated platforms (Zendesk, Talkdesk, or other QA tools), ensuring data quality and traceability.
Deliver structured, clear, and constructive feedback to evaluated agents.
Meet assigned audit volume targets per period (per agent, BPO, and business line).
Identify and report recurring error patterns and quality deviations to the QA Specialist in a structured and timely manner.
Participate actively in calibration sessions facilitated by the QA Specialist, applying agreed-upon criteria consistently in subsequent audits.
Escalate critical risk cases (fraud, regulatory non-compliance, customer mistreatment) immediately per established protocols.
Verify that agents follow PayJoy's policies and applicable regulatory standards, flagging deviations for escalation.
Stay up to date with quality standards, scorecard updates, and process changes communicated by the QA team.
Qualifications
Experience:
Background in Quality Assurance (QA) is a plus.
Experience as a contact center agent (calls, chat, or collections) is highly valued.
Software:
Google Suite and Office Suite at intermediate level (preferred).
Experience with CRM platforms such as Zendesk or Talkdesk is desirable.
Familiarity with quality monitoring and management tools is a plus.
Skills:
Meticulous attention to detail when evaluating interactions.
Clear and constructive written and verbal communication at all organizational levels.
Proactivity and ability to work both independently and collaboratively.
Basic analytical skills to identify patterns, flag issues, and support root cause analysis.
Service mindset and accountability.
Openness to feedback and continuous learning mindset.
Benefits:
100% Company-funded Health for employees and immediate family members
Life Insurance
Indefinite-term contract
20 days of vacations, unlimited sick leave
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Phone finance, headphone benefit, home office equipment allowance and wellness perks
Catered lunches
