Quality Assurance Analyst

About the role

UnifyCX, a customer experience platform combining human expertise with AI technology, is hiring a full-time, on-site Quality Assurance Analyst in San Pedro Sula. The analyst reviews and monitors customer interactions, processes and documentation to ensure they meet quality standards and client requirements.

Key responsibilities

• Perform manual testing of workflows and systems, create and execute test cases, and identify defects or inconsistencies.
• Document findings with clear recommendations.
• Analyze performance data and collaborate with operations and training teams to address quality gaps.
• Support continuous improvement initiatives and take part in calibration sessions.
• Provide feedback to improve the customer experience and ensure compliance with internal policies and industry best practices.

Required profile

• Ability to work on-site in San Pedro Sula, manage multiple tasks and meet deadlines in a fast-paced environment.
• Prior experience in contact centers, customer experience or QA roles is preferred.
• An associate or bachelor's degree in a related field (Business, Computer Science, Engineering, Quality Management) is an advantage.

Required skills

• Strong analytical skills to interpret data and identify trends.
• Proficiency in quality assurance and quality control practices.
• Experience in manual testing and creating/executing test cases.
• Attention to detail and good written and verbal communication in English and Spanish.