Position summary: horatio is looking for a highly energetic quality assurance specialist. this person should be a self-motivated employee with high standards around client expectations, customer success, and quality measures. as a quality assurance specialist, you will be responsible for evaluating and assessing customer support tickets for accuracy, completeness, and adherence to established guidelines and procedures. responsibilities: assess and identify any errors, inconsistencies, or areas of improvement in ticket responses. empathize with customers' concerns or frustrations expressed in the tickets, ensuring that agents respond appropriately and effectively. collaborate with customer support agents and team leads, providing constructive feedback and recommendations to enhance the overall quality of customer support interactions. escalate and communicate detailed information about tickets. answer operations questions concerning qa guidelines and policies. send out red flag/fatal error audits to quality assurance lead. understand the importance of customer satisfaction and the ability to evaluate tickets based on the resolution provided, customer sentiment, and overall experience. required skills/abilities: excellent (near-native) spoken and written english is a requirement for this job. previous qa experience. ability to analyze and solve complex technical issues. excellent written and verbal communication skills. familiarity with qa processes and methodologies specific to customer support voice and non-voice interaction evaluation, such as s...
We are hiring a customer success specialist to manage client accounts for long-term success. this role involves daily account management, generating reports, conducting onboarding calls, and basic troubleshooting. you will collaborate with the client success team, becoming skilled in market research, a platform expert, and a dedicated point of contact for your assigned clients . responsibilities: create recap decks, proposals, and client reports. attend and document onboarding and workshop calls. address client inquiries via phone and email. resolve issues related to the client platform. collaborate with the market research center of excellence to deploy surveys. partner with the marketing team to develop account-based marketing materials. support the enterprise sales team in account expansion efforts. perform other duties to ensure client success, satisfaction, and engagement. requirements: strong interest in consumer insights and brand strategy. experience working with crms (salesforce, hubspot, jira) familiarized with ai tools proactive with a "get-it-done" attitude; comfortable in a fast-paced startup. adaptable to changing priorities, high email volume, and slack communication. demonstrates initiative, resourcefulness, and creative problem-solving skills. intellectually curious with a desire to stay informed on industry and account news. possesses a client-facing mindset focused on training, understanding, and supporting client motivations. committed to building strong internal and external relationships and maintaining high customer satis...
Position summary: the director of workforce management will be responsible for forecasting, capacity planning, scheduling, real-time management, client reporting, and analytics; identifying opportunities for process improvements that drive efficiencies and services development. this role will work with our leadership team to lead process improvements, risk management, and improve employee utilization. the director will develop policies and procedures that positively impact the workforce and will work with operational staff to ensure cross-functional communication progresses toward key goals and metrics. responsibilities: managing, continuous improvement, and delegating tasks to the workforce management staff. participate in and oversee wfm technology selection and implementation. create and meet all kpi requirements. perform analysis of the company data to provide insight into reasons for calls, employee performance, forecast variances, kpi variances, and other data relative to contact center performance. schedule creation/flexibility/optimization. forecasting call and ticket volume demand and other contact demand volumes. identify the point of contact routing anomalies using real-time monitoring applications. head-count & demand forecasting and planning (future and real-time). train team members/managers on the use of workforce planning tools. develop and maintain high-quality daily, weekly, and monthly reports across the company. proactively work with various departments to recommend efficiencies and affect change. performs additional duties as assigned by t...
Summary the fraud & quality analyst provides best-in-class support by analyzing data to deliver actionable insights and tell a compelling, yet accessible, story to senior management and key stakeholders. this position will work across multiple product lines and functional areas, supporting the business. this role requires strong communication and consulting skills that guide the team toward high-impact opportunities. the ideal candidate will exhibit a high level of technical expertise in data analysis and quality assurance. key responsibilities process requests like weighting, updating quality reporting, live quality checks, and managing survey quality deep-dives. research fraud and quality trends across the market for ba behaviors and surface this to leadership. acquire and comply with structured and unstructured data and verify its quality and accuracy. analyze historical data to surface trends and insights using advanced analytical methods. develop, own, and manage recurring analytic or reporting processes. monitor the impact of implemented changes and make adjustments as necessary. communicate effectively and professionally with all levels of management both internally and with key stakeholders. work closely with product & engineering to ensure data accuracy and availability. maintain and update relevant spreadsheets/ process documents. escalate any concerns to senior stakeholders and work to identify an appropriate mitigation strategy. qualifications advanced, near-native english proficiency. minimum 2 years of experience working with custom...
Position summary we are seeking an experienced software quality assurance engineer to ensure the quality and reliability of our software products through comprehensive testing strategies and devops practices. this role combines traditional qa responsibilities with modern devops approaches, focusing on automation, continuous integration, and quality assurance across our technology stack. key responsibilities testing strategy and implementation - design and execute comprehensive test strategies for various systems, including data pipelines, ai/ml applications, web applications, apis, and erp systems - develop and maintain test documentation, including test scenarios, scripts, and test data - identify and prioritize testing activities based on risk assessment and project timelines - conduct various types of testing: functional, regression, performance, and usability testing automation and devops - design and implement test automation frameworks using appropriate tools and technologies - develop and maintain ci/cd pipelines for automated testing - create and maintain automated test suites for different application types - implement observability practices and monitoring for test environments - collaborate with infrastructure teams to set up and maintain test environments technical implementation - test and validate data pipelines between cloud platforms - perform testing for ai/ml applications and rag systems - execute testing for web applications and api integrations - validate erp modules and customizations - conduct performance testing and business process validation...
Position summary: horatio is seeking a recruitment marketing specialist who will play a critical role in the day-to-day candidate sourcing activities within the talent acquisition team. this role will coordinate all the sourcing activities as part of the marketing team, but also work closely with recruiters, hiring managers, and other members of the talent acquisition department. the ideal candidate will be responsible for managing various sourcing channels, nurturing the company's talent pool, and engaging regularly with both active and passive candidates. strong interpersonal skills and excellent verbal and written communication are essential for this role. responsibilities: plan and implement a recruitment marketing and employer branding strategy to attract high-quality applicants. communicate constantly with the recruitment department to get a clear view of the company's hiring needs and organizational goals, and proactively source potential hires. plan and manage internal recruitment media campaigns. ask for referrals from internal and external networks for hard-to-fill roles monitor social media and plan and execute activities for engagement track, measure, and report on campaign results design and plan recruiting events serve as brand ambassador at various events, like career fairs or on-campus recruiting events. source suitable candidates through various sourcing channels generate monthly updates for the company's leadership about upcoming recruitment marketing initiatives create monthly reports on key recruitment marketing metrics promote our employer brand b...
The training manager is responsible for improving the productivity of the organization's employees. this position assesses new clients' developmental needs to drive training initiatives and identifies and arranges suitable training solutions for employees and clients. this position actively searches, creatively designs, and implements effective methods to educate, enhance performance, and recognize performance. responsibilities: develops training and development programs and objectives. obtains and /or develops effective training materials utilizing a variety of media. trains and coaches managers, supervisors, and others involved in employee development efforts. develops and maintains organizational communications such as intranet bulletin boards and newsletters to ensure employees are aware of training and development events and resources. conducts follow-up studies of all completed training to evaluate and measure results. modifies programs as needed. exemplifies the desired culture and philosophies of the organization. works effectively as a team member with other members of management and the hr staff. required skills/abilities: advanced near-native english proficiency. excellent verbal and written communication skills. strong presentation skills. adept with a variety of multimedia training platforms and methods. ability to evaluate and research training options and alternatives. ability to design and implement effective training and development. on-site role based in bogota. powered by jazzhr...
Position summary: horatio is looking for a training director to build, design, and oversee all training programs within the organization. the training director's responsibilities include developing training programs from scratch for clients, designing company-wide training programs to optimize performance, identifying training needs based on skills gap analyses, creating group and individual learning courses, and managing the training budget. to be successful in this role, the ideal candidate should have significant experience in building, testing, and implementing training, as well as designing educational curricula. ultimately, this role will help us develop our employees’ skills to improve the quality of work, productivity, and retention. responsibilities: build, test, and implement client training programs from scratch to reduce ramp time, improve performance kpis, and advance quality standards. use performance reviews and skills gap analyses to identify training needs per department, team, and individual plan training programs based on client and business goals oversee learning activities, curriculum, and resources manage quarterly and annual training budgets evaluate the results of learning courses implement coaching sessions and mentorship programs to establish a culture of continuous learning recommend new training methods (including e-learning courses and game-based platforms) required skills and experience: advanced-near native english proficiency is required. 5+ years of experience as a training director, training manager, or similar role. in-depth unders...
Cree una alerta de empleo y reciba nuevas ofertas que se adaptan a su perfil desde más de 2550 sitios web de empleo