QA Analyst

Review and evaluate customer interactions across chat, email, video, and social media channels to ensure adherence to Holafly’s quality standards and protocols.

Monitor agent performance using key metrics established in the operation.

Monitor AI performance using key metrics established in the operation.

Identify coaching opportunities and provide detailed feedback to agents and team leaders to improve performance and consistency.

Calibrate quality evaluations with other QA analysts and leaders to ensure fairness and alignment across the team.

Create and escalate action plans with managers to improve the performance of team members.

Collaborate with Team Leaders, SMEs, and Trainers to identify common challenges and knowledge gaps.

Propose process improvements and knowledge updates that enhance efficiency and customer satisfaction.

Support the creation of best practices, tone guidelines, and examples of excellent interactions.

Participate in QA calibration sessions, quality roundtables, and process audits.

Track and analyze QA results, identifying trends and recurring issues that impact customer experience.

Prepare weekly and monthly reports on quality performance, highlighting successes and opportunities for improvement.

Share insights and recommendations with leadership to help refine training, tools, and operational workflows.

Partner with the Product and Tech teams to relay customer pain points and feature-related feedback.

1–2 years of experience in quality assurance, customer support, or related roles (preferably in BPO, travel, or tech environments).

Experience evaluating customer interactions (chat, email, calls, or tickets) using quality monitoring tools.

Deep understanding of customer service performance metrics and quality frameworks.

Excellent written and verbal communication skills in English; other languages (Spanish, French, or German) are a plus.

Strong analytical and problem-solving skills, with high attention to detail.

Familiarity with CRM or support platforms such as Zendesk, Intercom, or Gorgias.

Proficiency in Google Workspace and/or Microsoft Office tools.

Ability to work independently, manage priorities, and adapt quickly in a fast-paced, remote environment.

Empathy, integrity, and a genuine passion for creating amazing customer experiences.

This is a contractor position. The contractor may be requested to provide their services during non-core business hours throughout the week, including evenings.