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Costa Rica – The Quality Analyst is effectively responsible for executing Quality procedures for select programs and overseeing all day-to-day efforts of auditing cases and calls, documenting errors found, provide feedback to agents, and follow up coaching procedures and any other task related to keep the program’s quality above the target. In addition, this position will be responsible for analyzing the findings reported by the quality team, finding gaps and trends using statistical tools, providing recommendations to close gaps along with data processing and management. It is expected that this position will support the design and implementation of new procedures, processes and other tasks related to the reduction of errors and rework to improve the customer experience. Duties and Responsibilities Execute quality control procedures (evaluations) for programs in accordance to its guidelines. Quality assurance duties to Analyze quality performance of programs and report gaps and any other rel…