QA Specilaist

The Role: We are seeking a passionate Quality Assurance (QA) Specialist to join our dynamic Contact Center team. In this role, you will be crucial in ensuring that our agents' interactions with customers meet the highest standards of quality, accuracy, and satisfaction. If you have a keen eye for detail, excellent communication skills, and are motivated to positively impact the customer experience, we invite you to apply. Pay range and compensation package Pay up to $20,000 MXN (before taxes). Food vouchers, 30-day aguinaldo, and 35% vacation bonus. Comprehensive life and medical insurance. Growth opportunities as we continue to expand Onsite role in Polanco V Sección, CDMX. What You’ll Do: Monitoring and Evaluation: Systematically monitor and evaluate agent interactions (calls, chats, emails, etc.) using predefined rubrics and evaluation tools. Identify Trends and Gaps: Analyze evaluation results to identify patterns, trends, areas for improvement, and potential knowledge or process gaps. Feedback and Coaching: Provide constructive, clear, and actionable feedback to agents, both individually and in groups, to improve their performance and adherence to quality standards. Calibration: Actively participate in calibration sessions with other QA Specialists, Supervisors, and/or Trainers to ensure consistency in evaluation criteria. Reporting and Analytics: Prepare detailed reports on quality findings, individual and team performance, and present insights to Contact Center management for data-driven decisions. Propose Improvements: Collaborate with Operations, Training, and Process teams to propose and implement initiatives that enhance service quality, operational efficiency, and customer satisfaction. Knowledge of Product/Service: Stay up-to-date on company products, services, policies, and procedures to ensure accurate and relevant evaluations. Critical Error Detection: Identify and immediately escalate any critical errors or process failures that could severely impact the customer or the operation. Who You Are: A positive and professional team player who is willing to collaborate and support the organization's mission and values. An intrinsically motivated problem-solver with the ability to identify issues, offer solutions, and efficiently manage multiple tasks. Highly organized and detail-oriented, with a strong ability to prioritize and meet deadlines. What You’ve Done: Prior Experience: 1-2 years of experience as a Contact Center Agent is a plus, or prior experience in a QA or quality monitoring role. Communication Skills: Excellent verbal and written communication skills with the ability to provide feedback clearly, constructively, and empathetically. Analytical Thinking: Demonstrated ability to analyze data, identify patterns, and draw meaningful conclusions. Attention to Detail: Meticulous attention to detail and the ability to identify deviations from standards. Software Proficiency: Familiarity with Contact Center tools (CRMs, ticketing systems) and proficiency with standard office software (e.g., Microsoft Excel). Proactive and Problem-Solving: A proactive approach to identifying issues and proposing solutions. Customer-Centric: A strong commitment to customer satisfaction and improving the overall customer experience.

Location: Nuevo Polanco, Mexico City, MX

Posted Date: 8/16/2025