We are seeking a highly organized and tech-savvy OQA Case Worker to join our team.
In this role, you will act as a key liaison between technicians and end users (customers), ensuring fair, efficient, and well-documented resolutions for service-related issues.
This position requires strong communication skills, operational efficiency, and the ability to remain neutral while balancing the needs of both parties.
The ideal candidate is comfortable working across multiple platforms such as Excel and Zoho FSM and has a proven background in customer service through phone, chat, and email channels.
You will manage appointments, handle backlogs, maintain accurate records, and ensure all interactions are handled professionally and efficiently.
A critical part of this role involves handling complaints and collections, conducting basic investigations, and clearly communicating outcomes to both technicians and customers—even in challenging situations. This includes explaining payment decisions while maintaining professionalism and fairness.

Technical Proficiency: Utilize multiple platforms and tools, including Excel and Zoho FSM, to efficiently manage case workflows, track data, and support daily operations with accuracy.
Operational Efficiency: Manage and prioritize case queues, appointment scheduling, and backlog resolution to ensure timely service delivery and smooth operational flow.
Customer Support Excellence: Deliver high-quality customer service across phone, chat, and email channels, ensuring clear communication, timely follow-ups, and effective issue resolution.
Complaints & Collections Management: Handle customer complaints with professionalism and neutrality by conducting basic investigations, reviewing case details, and determining fair outcomes. Clearly communicate decisions to both technicians and customers, including explaining payment denials to technicians and charge validations to customers.
Documentation & Accuracy: Maintain detailed, accurate, and up-to-date case records to support transparency, accountability, and informed decision-making.
Adaptability in Fast-Paced Environments: Thrive in a dynamic, high-volume setting by managing multiple priorities while maintaining attention to detail, professionalism, and consistency in execution.
Schedule Flexibility: This role requires a 48-hour work week. The schedule will be distributed across 6 working days; however, a 5-day schedule may be considered as long as availability includes working Saturdays.

Fixed monthly pay of $700 USD
15 days of PTO per annum.
Work remotely from anywhere in LATAM.
Stable schedule: 48hrs distributed in either 5 or 6 days per week, 8 hours per day, aligned with EST.
Opportunity to grow with a U.S.-based company leading in tech services.
Fast-paced, dynamic environment where your impact is recognized.

OQA Representative

Key skills