Monitor and evaluate employee calls, system notes, and customer interactions for accuracy, compliance, and quality.
- Provide structured feedback to employees and leadership to enhance performance.
- Document findings and maintain detailed QA reports for leadership review.
- Identify trends, process gaps, and recurring issues to recommend solutions.
- Collaborate with Trainers, Supervisors, and Managers to align on performance standards.
- Support regulatory and company policy compliance through consistent monitoring.
Assist in the development and updating of QA scorecards, guidelines, and calibration sessions.
**Experience**:
- Previous experience in Quality Assurance, Call Center at least 6 months.
- Experience in reporting and feedback delivery.
**Knowledge**:
- Strong analytical and problem-solving skills.




- Ability to remain objective and consistent in evaluations.
- Excellent written and verbal communication skills.
- Ability to work in a high-volume, fast-paced environment.
- Strong organizational skills with attention to detail.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook) required.
**Benefits**:
- Schedule: 7am - 5pm, Monday - Friday
- Salary: $4,000 mxn weekly
- Monthly Bonus: $2,000 pesos mxn
- All law benefits since day 1
- Savings Fund
- Work Onsite (Otay)
Pay: $4,000.00 per week
**Language**:
- english (required)
Work Location: In person

📌 Quality Assurance Analyst (Laderas de Otay)
🏢 Call Center Services International S. A. De C. V.
📍 Laderas de Otay