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Holafly · 7 hours ago

QA Analyst

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Holafly is a high-growth scale-up revolutionizing how businesses and travellers connect to the internet abroad. As a Quality Assurance (QA) Analyst, you’ll analyze conversations across calls, chat, and email to ensure that every interaction reflects Holafly’s customer-centric standards and drive continuous improvement for world-class service.

Tourism

Responsibilities

Review and evaluate customer interactions across chat, email, video, and social media channels to ensure adherence to Holafly’s quality standards and protocols

Monitor agent performance using key metrics established in the operation

Monitor AI performance using key metrics established in the operation

Identify coaching opportunities and provide detailed feedback to agents and team leaders to improve performance and consistency

Calibrate quality evaluations with other QA analysts and leaders to ensure fairness and alignment across the team

Create and escalate action plans with managers to improve the performance of team members

Collaborate with Team Leaders, SMEs, and Trainers to identify common challenges and knowledge gaps

Propose process improvements and knowledge updates that enhance efficiency and customer satisfaction

Support the creation of best practices, tone guidelines, and examples of excellent interactions

Participate in QA calibration sessions, quality roundtables, and process audits

Track and analyze QA results, identifying trends and recurring issues that impact customer experience

Prepare weekly and monthly reports on quality performance, highlighting successes and opportunities for improvement

Share insights and recommendations with leadership to help refine training, tools, and operational workflows

Partner with the Product and Tech teams to relay customer pain points and feature-related feedback

Qualification

Quality assurance experienceCustomer interaction evaluationCustomer service metricsQuality monitoring toolsCRM platformsGoogle WorkspaceAnalytical skillsEmpathyCommunication skillsProblem-solving skillsAttention to detailIntegrity

Required

1–2 years of experience in quality assurance, customer support, or related roles (preferably in BPO, travel, or tech environments)

Experience evaluating customer interactions (chat, email, calls, or tickets) using quality monitoring tools

Deep understanding of customer service performance metrics and quality frameworks

Excellent written and verbal communication skills in English; other languages (Spanish, French, or German) are a plus

Strong analytical and problem-solving skills, with high attention to detail

Familiarity with CRM or support platforms such as Zendesk, Intercom, or Gorgias

Proficiency in Google Workspace and/or Microsoft Office tools

Ability to work independently, manage priorities, and adapt quickly in a fast-paced, remote environment

Empathy, integrity, and a genuine passion for creating amazing customer experiences

This is a contractor position. The contractor may be requested to provide their services during non-core business hours throughout the week, including evenings