**Responsibilities**:
- Participate in the design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to the site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual levels.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for staff.
- Provides feedback to team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
**Knowledge, Skill Set & Qualifications**:
- At least 6 months in current position
- Bachelor’s Degree a plus
- Excellent verbal, written and interpersonal communication skills




- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be a self-motivator and self-starter
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Solid time management skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in fast-paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

📌 QA Analyst (Monterrey)
🏢 Contactpoint 360
📍 Monterrey