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, compliance standards, and internal procedures
- Support quality improvement initiatives, coaching plans, and agent development programs
- Maintain accurate QA documentation, scorecards, and reporting
**Requirements**:
- Minimum 3+ years of Quality Assurance experience in a BPO/contact center environment
- Experience monitoring customer service or sales interactions
- Strong understanding of call center KPIs, quality frameworks, and compliance standards




- Proven ability to provide constructive feedback and coaching support to agents
- Experience working with QA scorecards, monitoring tools, and reporting systems
- Excellent English communication skills (written and verbal)
- Strong analytical and problem-solving skills
- High attention to detail and strong organizational skills
- Ability to work fully onsite
- Ability to work independently and collaborate with cross-functional teams
- Professional demeanor and strong stakeholder communication
- Ability to thrive in a fast-paced, performance-driven environment
**What We Offer**:
- Stable, onsite role with growth opportunities
- Fast-paced, performance-driven environment
- Competitive base pay
- Food Vouchers
- All employee benefits required by law
- Paid Time-Off
- Career development opportunities
Job Types
Full-time, Permanent
Ability to commute/relocate
*****, Del Valle Centro, CDMX: Reliably commute or planning to relocate before starting work (preferred)
Education
High school diploma or equivalent (preferred)
Experience
- Call center Quality Assurance: 3+ years (preferred)
Language
English (preferred)
Work Location
In person
Pay: $23,****** - $26,****** per month
Ability to commute/relocate:
- *****, Del Valle Centro, CDMX: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Quality Assurance: 3 years (required)
Work Location: In person

📌 Quality Assurance Representative Cdmx (Xico)
🏢 Rui
📍 Xico