Quality Assurance Coordinator

Job Summary

We 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 Responsibilities

• Monitor 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 experience
• Analyze quality performance metrics and prepare reports to identify trends, opportunities, and areas for improvement
• Utilize data analysis tools to support quality initiatives and operational decision-making
• Collaborate with Operations, Team Leaders, and Training teams to address quality concerns and implement corrective action plan
• Assist in the development and continuous improvement of quality assurance processes and evaluation standards
• Support calibration sessions and ensure consistency in quality evaluations
• Manage multiple projects and quality-related initiatives simultaneously while meeting deadlines
• Maintain accurate documentation and reporting of quality findings and action plan

Qualifications & Requirements

• Minimum 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.