Analista de Calidad - Lending Operations & Customer Service at Vana

Guatemala

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Estudiante de 3er año de la carrera de Ing. Industrial, Administración de Empresas, Finanzas o carrera afín
Experiencia de al menos 3 años como Customer Service Agent en contact center (deseable)
Conocimiento de métricas clave de soporte al cliente (CSAT, SLA, NPS, AHT, etc.)
Familiaridad con herramientas de CRM y plataformas de monitoreo (Zendesk, Salesforce, entre otros.)
Deseable experiencia con herramientas de QA o grabación de llamadas
Conocimiento de productos financieros / bancarios (deseable)
Dominio de Excel o Google Sheets (tablas dinámicas, fórmulas, dashboards)
Conocimiento de herramientas como Zendesk, CRM, 3CX, entre otros

Responsibilities

Supervisión y gestión de equipos
Evaluar, monitorear y mejorar la calidad de las interacciones del equipo de soporte con clientes (chats, correos, llamadas, etc.), garantizando cumplimiento de estándares internos, regulatorios y de satisfacción del usuario
Validar integraciones entre sistemas (ej. app y plataformas de pagos, o entre canales de contacto y herramienta de atención)
Diseñar y actualizar plantillas o matrices de evaluación de calidad
Identificar oportunidades de mejora en la comunicación, tiempos de respuesta y resolución de problemas
Manejar casos complejos y asegurar la resolución en el primer contacto; practicar la colaboración entre funciones cuando sea necesario
Asegurar la resolución de las consultas de los clientes
Uso de herramientas de monitoreo y evaluación

Skills

Key technologies and capabilities for this role

Customer ServiceQuality AssuranceCSATSLANPSAHTContact CenterTeam ManagementSystem IntegrationMonitoring ToolsChat SupportEmail SupportCall Handling

Questions & Answers

Common questions about this position

What benefits does Vana offer for this position?

Vana offers a benefits package additional to those required by law, collaborative parking, life insurance, and medical expenses coverage.

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What skills and experience are required for the Quality Analyst role?

Required qualifications include being a 3rd-year student in Industrial Engineering, Business Administration, Finance or similar; at least 3 years as Customer Service Agent in a contact center (desirable); knowledge of key customer support metrics like CSAT, SLA, NPS, AHT; familiarity with CRM and monitoring tools like Zendesk, Salesforce; and advanced Excel or Google Sheets skills including pivot tables, formulas, and dashboards.

What is the company culture like at Vana?

Vana fosters a pleasant work environment with values centered on working with passion, delivering excellence, transparency, creativity, curiosity, and taking ownership for efficiency.

What makes a strong candidate for this Quality Analyst position?

Strong candidates will have experience supervising teams, validating system integrations, designing quality evaluation matrices, handling complex cases, and knowledge of financial products, along with proficiency in tools like Zendesk, CRM, and 3CX.

Vana

Decentralized platform for personal data management

About Vana

Vana operates a decentralized platform that allows individuals to manage and monetize their personal data. Users can control what information they share, with whom, and how much they earn from it. This platform is designed for those who are aware of their digital footprint and want to benefit from their data, including tech-savvy individuals and privacy advocates. Vana differentiates itself by creating an open ecosystem where users can own their digital identities and engage in transactions with data buyers, earning money in the process. The company's goal is to promote a more equitable data economy, ensuring that individuals are rewarded for their personal data while fostering a community where users can thrive.

San Francisco, CaliforniaHeadquarters

2021Year Founded

$24.3MTotal Funding

EARLY_VCCompany Stage

Data & Analytics, Crypto & Web3Industries

11-50Employees

Benefits

Competitive base salary

Health insurance, dental and vision

Flexible work schedule

Unlimited PTO

Risks

Emerging competition from platforms like Ocean Protocol could dilute Vana's market share.

Regulatory scrutiny on data privacy may impose additional compliance costs for Vana.

Volatility in cryptocurrency markets poses financial risks to Vana's transaction values.

Differentiation

Vana empowers users to monetize their data through decentralized autonomous organizations (DAOs).

The platform offers data portability, allowing users to control data across multiple services.

Vana's community-focused approach rewards users for contributing data, enhancing user engagement.

Upsides

Vana secured $200M in funding, indicating strong investor confidence in its model.

The rise of DataDAOs creates new opportunities for user engagement and monetization.

Growing interest in data privacy boosts demand for Vana's decentralized data management solutions.

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