Quality Assurance Specialist
San Jose, CR
Coloplast Business Centre in San José, Costa Rica is a proud member of the Global Business Centre, supporting Coloplast’s North American operations. We work closely with our colleagues in Szczecin, Poland, home to one of Coloplast’s largest and fastest-growing sites, with around 800 talented professionals. Together, we drive excellence across key business functions—creating a strong, collaborative foundation for Coloplast’s global success.
The role:
The Quality Assurance Specialist is responsible for executing quality evaluations across all Service interactions and operational processes to help foster a culture of exceptional customer experience delivery.
This role conducts quality evaluations of all Service interactions to ensure we are consistent and compliant in delivering against all required policies and procedures. The Specialist supports operational performance by identifying trends, participating in calibrations, and providing actionable insights, while following approved rubrics, SOPs, and quality guidelines.
Responsibilities:
- Conduct monitoring and evaluations across all Services teams
- Meets assigned monthly evaluation volume and productivity expectations
- Documents evaluations accurately and consistently in QA systems
- Participates in calibration sessions and applies scoring alignment consistently
- Identifies trends and observations and shares insights with the QA team and leadership
- Follows established workflows, governance, and quality standards without deviation.
- Receives direction on priorities, special projects, and interpretation questions
- Can be onboarded quickly into standardized evaluation work
- Coloplast and Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
- Other job duties as assigned
- Requirements:
- High school diploma or equivalent
- Minimum 2-3 years of overall contact center experience (customer service, operations, coaching, preformance evaluation).
- Language: Fluent in English.
- Fluency in technical and common office software
- Willingness and ability to travel, including overnight – up to 10%
- Proven work experience as a Quality Assurance Specialist or similar role
- Experience in Medical Devices or Durable Medical Equipment consumer support
- Strong attention to detail and dedication to quality
- Excellent listening, verbal and written communication skills
- Self-motivated, proactive and self-sufficient
- Ability to work independently and as part of a team
- Ability to handle multiple tasks/projects at one time
- Strong Analytical Skills
- Proficient in MS Office applications including excel, word and power point
- Ability to apply good judgment and decision-making skills
Recruitment details
Please apply online with your CV in English.
We will review all applications continuously and invite selected candidates further to the recruitment process. We will close the offer down once we find the best match to the role.
Thank you!
Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.
Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.
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