Position Title: Quality Assurance Executive (LATAM)

Location: Work remotely

Overview:

Are you always striving for opportunities to LEARN, GROW, and THRIVE with a SALE
DRIVEN MINDSET? Join us to embark on the adventure. Our innovative and growing company
is in search of a Customer Acquisition Executive!

The major responsibility is to Initiate sales with potential customers over the phone.

We nurture and groom our team; therefore, we provide opportunities for professional and
personal development.

Set out for the journey? Let's go through the checklist before departing!

Job Descriptions:

• Conduct thorough audits of live chat interactions to ensure adherence to established

quality standards and provide constructive feedback to customer support representatives
for continuous improvement.
• Review website content to ensure accuracy, clarity, and alignment with company
messaging, and collaborate with the Marketing team to facilitate accurate and culturally
sensitive translations as needed.
• Participate in monthly calibration sessions with the customer support team to ensure
consistency in evaluation criteria and collaborate with team leads to address any
discrepancies while aligning on quality expectations.
• Conduct audits of sales calls to assess the quality of communication, adherence to scripts,
and overall customer experience, providing feedback to the sales team to enhance their
effectiveness and customer satisfaction.
• Generate and analyze monthly reports on customer support metrics, including CSAT
scores, identifying trends and areas for improvement, and collaborating with relevant
teams to implement enhancements.

Job Requirements:

• Educational background: Candidate must possess at least a

Diploma/Advanced/Higher/Graduate Diploma in any field.
• Minimum of 2 years’ experience in Customer Service or Quality Assurance, specializing
in contact centers, preferably in a virtual environment (LiveChat).
• Fluency in both English and Portugese (to be replace with relevant native language based
on the hiring market), with business-level written and verbal communication skills.
• Proficiency in Microsoft Office, Google Drive, and report writing.
• Excellent interpersonal, communication, and presentation skills.
• Strong attention to detail, with the ability to identify nuances, patterns, and areas for
improvement within customer interactions.
• Excellent analytical and problem-solving skills, enabling the interpretation of data and
identification of trends to drive quality improvements.
• Exceptional written and verbal communication skills to provide clear, concise, and
constructive feedback to agents and Team Leaders.
• Ability to adapt quickly to changing priorities and successfully operate in a fast-paced
team environment.
• Strong teamwork and collaboration skills, facilitating effective engagement with
supervisors and team leaders in implementing quality initiatives.
• Excellent time management skills, allowing for the prioritization of tasks, meeting
deadlines, and handling multiple projects simultaneously.
• Capability to operate independently in a work setting with minimal or no direct
managerial supervision, demonstrating self-motivation and initiative.