QA Analyst
Holafly
contract
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteJob Level
JuniorMid-Level
About the role
- Analyze conversations across calls, chat, and email to ensure adherence to quality standards
- Evaluate quality, coach agents, and provide insights for continuous improvement
- Review and evaluate customer interactions across multiple channels
- Monitor agent and AI performance using key metrics
- Identify coaching opportunities and provide feedback for performance improvement
- Collaborate with Team Leaders and trainers to enhance efficiency and customer satisfaction
- Prepare reports on quality performance for insights and recommendations
- Partner with Product and Tech teams to relay customer pain points and feedback
Requirements
- 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.
Benefits
- Contractor position
- Non-core business hours may be required
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancecustomer supportevaluating customer interactionsquality monitoring toolscustomer service performance metricsquality frameworksanalytical skillsproblem-solving skillsattention to detail
Soft skills
written communicationverbal communicationempathyintegritypassion for customer experienceindependencepriority managementadaptability