itelBPO Smart Solutions
  • Montego Bay, JAM
  • Full Time

We are looking for persons to join our itelbpo Smart Solutions Family at our Montego Bay location as Quality Assurance Analyst!

The Quality Assurance Analyst is responsible for assessing the quality performance of the telephone department when interacting with existing and potential customers verbally and non-verbally to identify areas of improvement in an effort to improve overall quality of customer's experience.


  • Monitor inbound and outbound calls and emails for compliance, process improvements and accuracy and make recommendations for correcting
  • Lead calibrations with Clients and Operations to analyze problems and optimize processes
  • Use customer service expertise to assess existing practices and procedures for process improvement opportunities
  • Notify respective Operations and Trainers of any persistent problems associated with individual performance or procedures that require enhancement
  • Prepare and analyze internal and external quality reports
  • Provide coaching and feedback associated with performance as requested
  • Perform other duties as assigned

FUNdamental Skills,  Experience and Qualifications Required

  • Minimum of 5 CSEC passes in Mathematics and English having  a grade 1 or 2 or equivalent level
  • Minimum of  6 months experience as QA in a call center environment; specifically, call monitoring and recording systems
  • Excellent written and verbal communication skills
  • Excellent problem analysis and problem-solving skills
  • Strong organizational and multitasking skills
  • Experience in coaching and training individuals or groups would be an asset
  • Highly goal oriented and results driven to ensure meeting department goals
  • Must be 18 years and older
  • Must possess a valid Jamaican ID (Passport, National ID or Driver's License)


  • This is a full-time career.
  • Flexibility is key as this roles operates days, nights, holidays and weekends.
  • This position is most easily accessible for candidates in Montego Bay and surrounding areas.

Joining the itel family, you will experience ....

  • Excellent supervisory support - to help both you and us achieve excellent results
  • Opportunity for advancement -75% of our leaders, managers, and operational personnel started their careers in this entry level position
  • Competitive Salary
  • Health and Life Insurance
  • Lunch benefits
  • Free Transportation
  • Free Wi-Fi
  • Beautiful location, cafeteria onsite, Chill room, friendly staff
  • A fun environment! We respect our employees and strive to make our environment exciting.


itelBPO Smart Solutions
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