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IntouchCX • San Pedro Sula, Cortés, Honduras
Role & seniority: Quality Assurance Analyst (mid-level)
Stack/tools: Microsoft Excel, Word, Office; experience with call center monitoring and QA processes; familiarity with Voice/Email/Chat/Social contact channels
Coach CSRs/Tier 2s on quality of service and ensure adherence to procedures
Complete QA and coaching session reports weekly; monitor and score interactions
Provide floor support, participate in meetings, research escalated issues, and co-deliver coaching with Team Leaders/Operations Managers
High school diploma or equivalent
1 year front-line contact center experience (preferred)
1-2 years QA experience (preferred)
Intermediate MS Excel/Word/Office proficiency
Typing: ≥30 wpm with accuracy; strong verbal/written communication
Organizational/time management skills; ability to multi-task under pressure
Fair, consistent judgment; problem-solving and positive coaching approach
Ability to listen actively and analyze/call scores; basic math for scoring accuracy
Ability to interact with diverse colleagues; shifts availability
Additional QA-related experience beyond 1-2 years
Experience with coaching and calibration processes; ability to collaborate across departments
Location & work type: Not specified; must be available for a variety of shifts (early mornings, afternoons, evenings, holidays)
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About The Job
We’re changing the way people think about customer service, and we need your help!
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As Quality Assurance Analyst, You Will…
Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis Provide floor support, which can include actively taking phone calls Attend and participate in meetings with supervisors and managers to review monitoring lists Attend and participate in partner and internal calibration meetings Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members Perform other duties as assigned
As Quality Assurance Analyst, You Have…
High school diploma or equivalent (required) 1 year of front-line contact center experience (preferred) 1-2 years of Quality Assurance experience (preferred) Intermediate knowledge of MS Excel, MS Word and MS Office (required) Ability to type 30 wpm minimum with accuracy Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills Ability to make fair and consistent judgments and decisions Ability to multi-task under high-pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required Show more Show less