Quality Assurance Analyst – Call Center

About the role

The Quality Assurance Analyst will supervise the quality of call‑center operations, ensuring internal procedures are followed. By monitoring calls, emails and transactions, the analyst will identify risks, deviations and suspicious activities, and produce reports to support decision‑making.

Key responsibilities

• Monitor and evaluate inbound and outbound calls.
• Review email communications and transaction records for compliance.
• Detect and flag suspicious or non‑compliant activities.
• Prepare regular reports and performance indicators.
• Follow up on incidents and ensure corrective actions are taken.
• Maintain organized documentation of monitoring activities.
• Verify adherence to internal policies and compliance standards.
• Collaborate with other departments to improve control processes.

Required profile

• Advanced English proficiency (mandatory).
• Proven experience in monitoring calls, emails and transactions.
• Experience detecting suspicious activities.
• Basic knowledge of compliance principles.
• Familiarity with System 360, Slack and similar collaboration tools.

Required skills

• System 360
• Slack

What we offer

• Competitive salary of RD$ 70,000.
• Full‑time schedule: Monday to Friday, 7:00 am – 4:00 pm.