Quality Analyst – Call Center & Talent Acquisition

About the role

The Quality Analyst will ensure operational excellence in call‑center and talent‑acquisition environments through audits, performance analysis, and continuous process improvement. You will work on‑site in Colombia, collaborating with multiple teams to uphold high quality standards and KPI compliance.

Key responsibilities

• Evaluate customer interactions focusing on CSAT and overall quality.
• Monitor and analyze operational KPIs such as response times, adherence, and accuracy.
• Provide structured feedback, coaching, and improvement plans to agents.
• Identify opportunities for continuous improvement and process optimization.
• Audit calls, processes, and documentation to ensure compliance with internal standards and client SLAs.
• Analyze performance trends, flag operational risks, and conduct follow‑up coaching sessions.
• Support initiatives that enhance both customer and candidate experiences.

Required profile

• Mid‑senior professional with 3–5 years of QA experience in call‑center or operational settings.
• Strong analytical mindset, critical thinking and ability to work under pressure.
• Excellent communication skills, assertive feedback delivery, and collaborative leadership.
• High adaptability to change and results‑oriented attitude.

Required skills

• English proficiency B2+ (reading, writing, speaking).
• Basic to intermediate Excel (tables, filters, data analysis).
• Quality Assurance methodology and KPI analysis.
• Lean Six Sigma or continuous‑improvement methodologies (nice to have).
• Power BI or similar analytical dashboard tools (nice to have).

What we offer

• Personal and professional development courses.
• Psychosocial support within the company.
• Discounts at partner stores in all Solvo operating cities.
• Real growth opportunities in a multicultural, dynamic environment.