Quality Assurance Customer Service
**Responsibilities**:
- Maintain and develop internal support and call center quality standards;
- Assess support interactions based on internal standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;




- Contribute to the team culture in a positive manner.
**Requirements**:
- Experience in the customer service space;
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledgeable of goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.
**Job Types**: Full-time, Permanent
**Salary**: $20,400.00 - $22,400.00 per month
**Benefits**
Salary 20,000 MX per month
Pantry Vouchers 2,000 MX per month
internet voucher 400 MX per month

📌 Quality Assurance Specialist (Ciudad de México)
🏢 Concord Servicing
📍 Ciudad de México