Quality Assurance Analyst

Location CR-H-Costa Rica
Posted Date 2 months ago(3/29/2023 7:49 AM)
Job ID
# Positions
Business Support

Job Summary

The Quality Assurance Analyst will be responsible for auditing the accuracy of performed processes according to the client’s QA standards. The QA Analyst will evaluate back-office tasks & phone calls, conduct QA Disputes/Rebuttals process, QA Calibration, and coaching sessions as well as implementing Preventive / Corrective actions when applicable. Must have very strong communication & analytical skills and passion for continuous improvement.


  • Perform QA Control tasks on defined processes
  • Conduct effective QA dispute process
  • Perform QA Calibration Sessions with client and internal stakeholders
  • Conduct QA Coaching Sessions based on QA results & findings
  • Communicate quantitative and qualitative findings from QA results
  • Monitor efforts to resolve issues and track progress
  • Spot areas for improvement to enhance the process efficiency
  • Data analysis to provide insights to the business on a regular basis
  • Implement Corrective / Preventive Actions
  • Design and implement QA control processes (including creation of reporting & QA SOPs)

Skills and Experience

Personal Competencies


  • Strong stakeholder management skills
  • Attention to detail
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Creative and innovative thinker
  • Strong time management skills
  • Ability to be self-motivated, self-directed and work independently.
  • Teamwork and collaboration to work effectively with all business partners (supervisors, training department, and other stakeholders)


Technical Competencies



  • Advanced studies in Human Resources, business administration, quality, engineering or related field



  • 2+ years experience in QA Analyst role
  • English –Spanish Language (Oral and writing 90 % or higher)
  • Intermediate knowledge of QA practices, theories, tools and detection/prevention techniques
  • Process mapping & process analysis expertise
  • Intermediate to advanced Excel and processes mapping tools


Technical Knowledge – Preferred But Not Mandatory

  • Lean Six Sigma experience: DMAIC, VOC, 7 wastes, etc
  • Statistical Process Control knowledge
  • Change management methodologies
  • Knowledge of human resources processes is a plus
  • Project Management
  • Experience on Case Management Systems (i.e. ServiceNow)


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