Sistema de gestión de seguridad y salud ocupacional, basada en ISO 45001:2018 en la empresa alórica Honduras
Loading...
Date
2026-12-01
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
Este trabajo de investigación se realizó en la empresa Alorica Honduras, en San Pedro Sula. Esta entidad pertenece al rubro de Centros de Atención al Cliente, la cual es una actividad de negocio, que hasta el momento se mantiene sólido en el país. El objetivo de esta investigación fue diagnosticar los riesgos ergonómicos y psicosociales en los agentes de servicio al cliente de Alorica Honduras, con el fin de fundamentar técnicamente la propuesta de un Sistema de Gestión de Seguridad y Salud en el Trabajo. La investigación se centra en la identificación, evaluación y control de riesgos laborales, específicamente aquellos riesgos de tipo ergonómico y psicosocial, que suelen ser frecuentes en puestos de trabajo dentro de oficinas o cubículos de trabajo con computadora como instrumento principal para las labores diarias.
Se desarrolló un estudio con enfoque mixto, de tipo descriptivo y correlacional. La población estuvo conformada por 1,446 agentes, con una muestra no probabilística equivalente al 10.2 % de la población total. Se aplicaron los instrumentos internacionales ROSA para evaluación ergonómica y COPSOQ para riesgos psicosociales, complementados con encuesta estructurada. Los resultados evidenciaron que el 93 % de las estaciones evaluadas presentan riesgo ergonómico bajo y el 7 % riesgo medio. En el ámbito psicosocial, se identificaron niveles elevados en inseguridad laboral, trabajo activo con limitado control y doble presencia. Se concluye que existen fundamentos técnicos suficientes para implementar un SGSST adaptado al contexto organizacional, orientado a la prevención sistemática de riesgos y mejora continua de las condiciones laborales. Para el análisis se aplicaron metodologías e instrumentos como la metodología ROSA, metodología COPSOQ, entrevistas, observaciones que fueron aplicadas directamente a los agentes de servicio al cliente de la empresa mencionada.
This research was conducted at Alorica Honduras, in San Pedro Sula. This company operates in the Customer Service Center sector, a business activity that remains strong in the country. The objective of this research was to diagnose the ergonomic and psychosocial risks among Alorica Honduras' customer service agents in order to provide a technical basis for a proposed Occupational Health and Safety Management System. The research focuses on the identification, evaluation, and control of occupational risks, specifically ergonomic and psychosocial risks, which are common in office or cubicle workstations where computers are the primary tool for daily tasks. A mixed-methods, descriptive, and correlational study was conducted. The population consisted of 1,446 agents, with a non-probability sample representing 10.2% of the total population. The international instruments ROSA for ergonomic assessment and COPSOQ for psychosocial risks were used, supplemented by a structured survey. The results showed that 93% of the evaluated workstations present a low ergonomic risk and 7% a medium risk. In the psychosocial sphere, high levels of job insecurity, active work with limited control, and dual presence were identified. It is concluded that there is sufficient technical basis for implementing an Occupational Health and Safety Management System (OHSMS) adapted to the organizational context, focused on the systematic prevention of risks and continuous improvement of working conditions. Methodologies and instruments such as the ROSA methodology, the COPSOQ methodology, interviews, and observations were applied to the analysis, conducted directly with the customer service agents of the aforementioned company
This research was conducted at Alorica Honduras, in San Pedro Sula. This company operates in the Customer Service Center sector, a business activity that remains strong in the country. The objective of this research was to diagnose the ergonomic and psychosocial risks among Alorica Honduras' customer service agents in order to provide a technical basis for a proposed Occupational Health and Safety Management System. The research focuses on the identification, evaluation, and control of occupational risks, specifically ergonomic and psychosocial risks, which are common in office or cubicle workstations where computers are the primary tool for daily tasks. A mixed-methods, descriptive, and correlational study was conducted. The population consisted of 1,446 agents, with a non-probability sample representing 10.2% of the total population. The international instruments ROSA for ergonomic assessment and COPSOQ for psychosocial risks were used, supplemented by a structured survey. The results showed that 93% of the evaluated workstations present a low ergonomic risk and 7% a medium risk. In the psychosocial sphere, high levels of job insecurity, active work with limited control, and dual presence were identified. It is concluded that there is sufficient technical basis for implementing an Occupational Health and Safety Management System (OHSMS) adapted to the organizational context, focused on the systematic prevention of risks and continuous improvement of working conditions. Methodologies and instruments such as the ROSA methodology, the COPSOQ methodology, interviews, and observations were applied to the analysis, conducted directly with the customer service agents of the aforementioned company
Keywords
Riesgo ergonómico, Call center, Riesgo psicológico