Quality Assurance Analyst (Santo Domingo)

Santo Domingo, Dominican Republic

Full time

Quality Assurance/ Training

Experienced Professional

Job summary:

As a Quality Assurance Analyst, you are responsible for evaluating associates on client-specific criteria.


  • Escalate and communicate detailed information about calls monitored to all clients and the Quality Assurance Coordinator.
  • Answer Operations questions concerning QA guidelines and policies.
  • Send out Red Flag/Fatal Error Audits to Quality Assurance Coordinator.
  • Organize calibration sessions with team leads, managers, etc.


  • Previous QA experience preferred.
  • Ability to analyze and solve complex technical issues.
  • Strong communication skills (verbal and written communications).
  • Strong attendance record.
  • Ability to work independently.
  • Professional demeanor.
  • (If hired internally) must show exemplary quality scores throughout tenure as an agent.
  • Ability to perform other related duties and assignments as required and assigned by supervisor or manager.
  • Must demonstrate a good attitude and the ability to work as a team player
  • Ability to multitask.
  • Willing to work on a flexible schedule.


Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right – working at Horatio will be much different than anything you’ve ever done before.  At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much!

We offer free breakfast, snacks, and lunch on certain days of the week. Since we’re a family, we do a lot of events together outside of the office as well (concerts, sports games, happy hours, and more!). At Horatio, it’s about building a family and community where everyone feels comfortable to do their best work and also wants to build a career at a fast growing company. 

We believe gratitude and grace go hand in hand and that how we engage with and support each other should matter as much as the care we extend to our amazing clients. We also believe that we have the opportunity to influence the experiences we have in the workplace and can make a difference through what we do and how we do it. Together we are strengthened by our organizational values and attributes, and energized by our potential. Your ability to serve others, uphold our code of conduct and workplace practices, and model our core values and attributes will be at the center of your success!

After successfully passing a background check, you can expect a fast paced, changing environment that includes frequent deadlines and the need to multitask competing priorities each day. You can anticipate extensive use of a computer, (including Word, Excel and PowerPoint), phone, and high volumes of email and chat. You should expect to consistently apply your strong English fluency when speaking with others, reading work related materials, and creating written correspondence.

Bottom line, our team believes you can experience incredible growth and have one of the most meaningful experiences in your career at Horatio. 


About Horatio:

Based in New York City, with teams in the Dominican Republic, Horatio is a leading provider of white-glove customer experience and omni-channel support outsourcing services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a handpicked team to execute it. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.