Location
del valle centro
Job Type
Full-time
Posted
May 28, 2026
Job Description
We are seeking a detail-oriented Quality Assurance Representative to support quality monitoring and performance improvement for our contact center operations in Mexico City. This role will focus on evaluating customer interactions, identifying coaching opportunities, and ensuring agents meet internal quality standards and client expectations.
**Key Responsibilities**:
- Conduct regular quality audits and document evaluation results in the QA system
- Provide structured and actionable feedback to agents and team leaders to improve performance
- Identify trends, knowledge gaps, and process improvement opportunities
- Collaborate with Operations, Training, and Leadership teams to support continuous improvement initiatives
- Track and report quality metrics, including calibration results and agent performance trends
- Participate in calibration sessions with internal stakeholders to maintain evaluation consistency
- Ensure adherence to client requirements, complianc...
**Key Responsibilities**:
- Conduct regular quality audits and document evaluation results in the QA system
- Provide structured and actionable feedback to agents and team leaders to improve performance
- Identify trends, knowledge gaps, and process improvement opportunities
- Collaborate with Operations, Training, and Leadership teams to support continuous improvement initiatives
- Track and report quality metrics, including calibration results and agent performance trends
- Participate in calibration sessions with internal stakeholders to maintain evaluation consistency
- Ensure adherence to client requirements, complianc...