CSC Quality Assurance Analyst - B2B

What’s The Role

The CSC Quality Assurance Analyst, B2B supports the CSC's daily quality initiatives through systematic evaluation and analysis of technical support interactions. This role partners with technical staff and supervisors to proactively identify quality improvement opportunities through auditing of operational procedures, key performance metrics, and support transactions, ensuring that technical support processes are executed in accordance with defined standards — maintaining a high level of service and customer satisfaction for enterprise and government clients. This is an on-site position in Trincity, Trinidad.

What You´ll Do

QA Auditing & Evaluation

• Review recorded incidents and client interactions to assess whether proper steps were taken in completing the call/ticket objective(s), documenting findings where required.
• Review call recordings periodically to evaluate agent performance and identify areas for improvement within the CSC.
• Conduct structured quality audits of technical support tickets, evaluating for accuracy of diagnosis, escalation appropriateness, SLA adherence, and completeness of resolution documentation.
• Provide objective assessment of representatives' compliance with process standards and adherence to procedures for incidents with customers.
• Participate in calibration sessions with supervisors and team leads to ensure consistent application of quality standards across the team.
• Develop and maintain quality scoring rubrics specific to technical support interactions, including criteria for technical accuracy, escalation suitability, and documentation quality.

Quality Reporting & Analysis

• Report on KPIs for CSC team members periodically, including:
  • Missed KPI thresholds per ticket SLA
  • Quality scores by representative and interaction type
• Track and report on quality trends by customer segment, distinguishing enterprise and government accounts where relevant.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Analyse performance of technical support activities and documented resolutions; identify problem areas and recommend solutions to enhance quality of service and prevent future issues.
• Produce ad hoc ticketing quality reports for external departments as required.

Documentation & Process

• Review ticket documentation to ensure engineers are populating required fields to accurately measure KPIs.
• Support the review and updating of request handling and escalation policies and procedures.
• Identify training needs based on quality audit findings and communicate recommendations to the supervisor for action.
• Assist with guiding team members on ticketing platform usage and documentation standards.
• Monitor and review the processing of incoming calls via telephone and email to assess courteous, timely, and effective resolution of customer issues.

Collaboration & Stakeholder Engagement

• Create and assign tickets to engineers on shift as required.
• Support escalated case resolution by providing quality assessment data and recommendations to the relevant supervisor or manager.
• Work collaboratively with cross-functional groups within the CSC support system.
• Verify that cases reviewed reflect appropriate internal and external escalation in compliance with set SLAs.
• Administer and support procedures for the effective tracking of SLA KPIs as established by the business.
• Prioritise work and manage time effectively to meet quality review targets.
• Perform administrative duties where required.
• Perform miscellaneous job-related duties as assigned by the Supervisor or Manager.

What You'll Need

Knowledge & Experience

• 2–3 years of related, full-time professional experience in a quality assurance, service desk, or technical support role.
• Experience in a managed services, ISP, or telecommunications support environment is an asset.
• Working knowledge of an ITSM platform (e.g. ServiceNow, BMC Remedy, or equivalent) required.
• Familiarity with ICT support concepts such as network connectivity, internet services, managed LAN/WAN, or cloud services preferred.
• Understanding of SLA frameworks and performance metrics common in managed services or telco environments.
• Experience in incident, problem, and change management would be an asset.
• Understanding of risk assessment, auditing principles, and quality assurance procedures.
• Experience working in a team-oriented, collaborative environment.
• Strong MS Office skills (Word, Excel, Visio, PowerPoint).
• Strong organizational skills.

Personal Attributes

• Ability to absorb and retain information quickly.
• Demonstrates a work ethic based on productivity and self-direction.
• Pays keen attention to detail.
• Able to effectively prioritise and execute tasks in a high-pressure environment.
• Strong documentation skills.
• Able to work with minimal supervision.
• Strong understanding of the organisation's goals and objectives.
• Highly self-motivated and directed.

Customer Service Focus

• Exceptional customer service orientation.
• Makes a sound assessment of customer needs.
• Able to express ideas in user-friendly and business-friendly language tailored for the intended audience.
• Exceptional written and oral communication skills.
• Adapts to different methods of communication as required by different parties.

Ethics & Values

• Demonstrates honesty and integrity in all interactions with both customers and colleagues.
• Demonstrates a firm commitment to the ethics, values, and standards set by the organisation.
• Maintains integrity and commitment to values and standards during conflicts and high-pressure situations.

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Bahamas Telecommunication (BTC), FLOW, Liberty Networks, Liberty Communications(Puerto Rico & USVI), Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the región

Why Join Us

Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

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