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Quality Assurance Analyst - Intermediate

  • Heredia, Costa Rica
  • Operations
  • Full time
  • J00130985

To carry out tasks of quality assurance of the products developed by the sector. 

Implement corrective and preventive action plans.

What you’ll do

  •  Meet quality KPI’s for all supported functions

  • Execute quality control procedures (audits) for supported programs in accordance to the SSC CR Q framework and guidelines

  • Create and follow up coaching processes for Q low performers and follow up progress in conjunction with Team Lead

  • Provide feedback in regular basis to supported agents

  • Report quality results to QA Supervisors and Ops Staff in regular basis

  • During Calibration sessions with the business owners, the QC analyst have to review that the calls been calibrated satisfied the Consumer’s request and make sure that agents followed the procedures mentioned on the evaluation process

What experience you need  

  • English  proficiency (verbal and written), level B2 or C1

  • Previous experience as a Supervisor, SME, Backup supervisor or QA Analyst

What could set you apart

  • Knowledge of coaching techniques, outbound calls and escalations techniques, communication skills, time management, customer centricity culture and process improvement

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative work spaces, free transportation and parking, subsidized cafeteria, solidarity association and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

Equifax participates in E-Verify and Right to Work (English and Spanish).