Quality Assurance Specialist (SDQ)

About the role

Horatio is seeking an energetic Quality Assurance Specialist to ensure client expectations, customer success and quality standards are consistently met. The role involves evaluating associates against client‑specific criteria and supporting operational excellence across the BPO environment.

Key responsibilities

• Escalate and communicate detailed information about monitored calls to clients and the QA Coordinator.
• Answer operations questions concerning QA guidelines and policies.
• Send Red Flag/Fatal Error audits to the QA Coordinator.
• Organize calibration sessions with team leads, managers and other stakeholders.

Required profile

• Previous QA experience preferred (1+ year in BPO industry).
• Ability to analyze and solve complex technical issues.
• Strong verbal and written communication skills.
• Strong attendance record and ability to work independently.
• Professional demeanor and exemplary quality scores if hired internally.
• Good attitude, team‑player mindset and ability to multitask.
• Willingness to work a flexible schedule, including night shifts.
• Senior student of Marketing, Business Administration, Statistics or related fields.

Required skills

What we offer

• Insurance under ARS Humano Royal Plan (upgrade option available).
• Quarterly performance bonuses.
• Free snacks, catered lunch daily and catered dinner for night‑shift staff.
• Door‑to‑door transportation after 9:00 PM.
• Happy hour on Fridays and holiday parties.
• Unique office environment with no cubes or assigned workstations.
• Growth and development opportunities, the most in the industry.
• Professional development courses from leading business schools.
• Yoga and workout classes (coming soon).
• Community service initiatives (#HoratioCares) and discounts at local restaurants and stores.