Contract Type: Brick and Mortar Location: Barranquilla - Atlantico Date Published: 08-21-2025 Job ID: REF34709O Company Description: The Quality Assurance Specialist will ensure the excellence of back-office processes within our Digital Trust and Safety operations. The role will monitor, evaluate, and optimize performance, contributing to a secure and efficient environment. Analytical mindset and commitment to quality will play a pivotal role in maintaining high standards and supporting team growth. Job Description: - Oversee the execution of all back-office processes to ensure accuracy, compliance, and efficiency. - Evaluate agent performance, providing constructive feedback and engaging training to enhance skills. - Contribute to quality control (QC) initiatives, identifying opportunities for improvement and driving effective solutions. - Take on project officer responsibilities, managing specific tasks to support operational goals. - Identify and escalate issues, non-conformities, or near-misses to ensure swift resolution. - Coach agents on handling challenging cases and complaints, promoting best practices. - Analyze performance data, uncover insights, and share actionable findings with the team to drive continuous improvement. - Perform other lawful tasks assigned by his/her manager. - Adhere to the work schedule. - Adhere to the rules and regulations of the company. - Adhere to the non-disclosure agreement. - Ensure all previously set targets are met. Qualifications: - Previous experience in Know Your Customer (KYC) processes is essential. - Experience in quality assurance is an advantage. - Proficient in using Microsoft Office Suite. - Strong command of the English language, with a proficiency level of C1 or higher. - Outstanding analytical and problem-solving abilities, with high attention to detail. - Effective communication and interpersonal skills to collaborate with diverse teams. - Ability to understand and anticipate customer needs, providing excellent service and solutions. - Attention to detail with a commitment to operational integrity. - High school or university degree. - Strong personal working discipline and initiative. - Punctuality and loyalty. Additional Information: Additional Information: - Additional health and life insurance coverage - Generous annual leave - Food vouchers and various discounts - Transportation / Utilities allowance - Competitive salary and clear career progression - World-class on-the-job training - Work in a cozy office