Assistant Quality Assurance Manager

hace 6 días

Guate, Guatemala [24]7 Latin America A tiempo completo Q900,000 - Q1,200,000 al año

Company Description

[24]7.ai is a global Contact Center with sites in Guatemala, Colombia, Philippines, India, and North America. The company focuses on nurturing local talent, offering a professional work environment that promotes agility, teamwork, innovation, and superior performance. [24]7.ai provides competitive compensation packages, including salaries, medical and life insurance, transportation, and opportunities for financial bonuses and rewards. The company is continuously growing and hiring at various levels.

Role Description

This is a full-time on-site role located in Guatemala City for an Assistant Quality Assurance Manager at [24]7.ai Latin America. The Assistant Quality Assurance Manager will be responsible for overseeing daily quality assurance activities, implementing quality control processes, conducting audits and inspections, analyzing data for improvement opportunities, and ensuring compliance with industry standards and regulations. The individual will also collaborate with cross-functional teams to enhance overall operational performance and customer satisfaction.

Qualifications

  • Quality Assurance and Quality Control skills
  • Strong analytical skills and data analysis experience
  • Knowledge of industry standards and regulatory compliance
  • Excellent communication and interpersonal skills
  • Deep understanding of BPO operations (Inbound/Outbound, Chat, Email, Back Office).
  • Familiarity with client SLAs, KPIs, CSAT, NPS, AHT, FCR, etc.
  • Quality certifications (e.g., Six Sigma Yellow/Green Belt, COPC, ISO) are a strong plus.
  • 1–2 years in a leadership/supervisory/assistant manager role.
  • Strong in MS Office (Excel, PowerPoint, Word)
  • Experience in conducting audits and inspections
  • Ability to work effectively in a team and independently
  • Bachelor's degree in Quality Management, Engineering, or a related field preferred

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