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UA Brands

Contact Center QA Spc.

Job Details

Job Ref:
Real Cariari, Autopista General Canas, San Jose, CR, CRI
Customer Service
Employment Type:
Full Time


Essential Duties and Responsibilities:

• Evaluate recorded and live calls, chats and email transcripts and conduct one on one enhancement and review session with each CCS monthly.

• Coach CCS team to successfully deliver WOW experience through exceptional customer service and optimal efficiency.

• Monitor employee behavior and identify areas of improvement.

• Use quality assurance results and work reviews to provide data and actionable information to suggest improvements and enhancements to existing training programs.

• Participate in designing rewards and recognition programs.

Required Skills:

  • Excellent communication, verbal and written; as well as interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.
  • Results oriented, motivated and ability to multi-task to drive simultaneous projects.
  • Outstanding organization, time management and software skills
  • Microsoft Office: Outlook, Word, Excel, Powerpoint, SharePoint. Call Recording Software: Cisco Calabrio
  • Excellent coaching and mentoring skills - Identify the strengths and areas of development in CCS performance

Job requirements:


  • High School or Equivalent is a must
  • Bachelor’s degree or advance student of Business Administration or commensurate experience preferred.
  • English level 90% minimum
  • Quality Assurance, Training or related fields.



  • Quality assurance or training experience in a contact center environment and quality monitoring practices and recording systems.
  • Prefer experience in a multi-channel business to consumer retail contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, survey response and social media interaction.
  • Demonstrated experience in fostering a team environment and engaging employees.


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