Lead Associate - Transactional Quality

Job Title: Quality Analyst – Corporate Travel & OutsourcingLocation: Costa RicaShift: Rotational (24/7 environment)Employment Type: Full-time________________________________________Job Summary:We are seeking a detail-oriented and analytical Quality Analyst to join our dynamic Corporate Travel & Outsourcing team. The ideal candidate will be responsible for monitoring, evaluating, and enhancing the quality of customer interactions and operational processes to ensure service excellence and compliance with client expectations.________________________________________Key Responsibilities:• Monitor and evaluate inbound/outbound calls, emails, chats, and transactions to ensure adherence to quality standards.• Conduct root cause analysis and identify process gaps or training needs.• Provide actionable feedback to agents and team leaders to improve performance.• Collaborate with operations, training, and client teams to drive continuous improvement.• Maintain accurate records of evaluations and quality metrics.• Participate in calibration sessions to align quality standards across teams.• Assist in developing quality scorecards, audit forms, and reporting dashboards.• Ensure compliance with company policies, client SLAs, and regulatory requirements.________________________________________Required Qualifications:• Minimum Bachelor’s degree in any discipline.• 2 years of minimum experience in a Quality Analyst role, preferably in corporate travel, BPO, or outsourcing environments.• Strong understanding of travel processes, GDS systems (Sabre, Amadeus, Galileo), and customer service protocols is a plus.• Excellent communication skills in English (spoken and written); Spanish proficiency is an advantage.• Proficient in MS Office (Excel, PowerPoint, Word) and quality monitoring tools.• Ability to work in rotational shifts, including weekends and holidays.________________________________________Preferred Attributes:• Analytical mindset with attention to detail.• Ability to handle multiple tasks and meet deadlines.• Strong interpersonal skills and a collaborative approach.• Experience in Six Sigma, Lean, or other quality frameworks is a plus.________________________________________What We Offer:• Competitive salary and benefits.• Opportunity to work with global clients and travel professionals.• Career growth and learning opportunities.• Inclusive and supportive work culture.