Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents’ performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.
**REQUIREMENTS**:
- Have hands-on experience working in call center quality assurance or related roles.
- Be tech-savvy and competent in Microsoft Office Suite or Google Workspace.
- Knowledge and experience tracking key customer service QA metrics.
PROVEN QA CALL CENTER EXPERIENCE
**Salary**: $6,500.00 per week
**Education**:
- High school or equivalent (required)
**Experience**:
- Call center: 3 years (required)
- QA agent: 3 years (required)
**Language**:
- English 85% (required)
Work Location: In person

📌 Call Center Quality Assurance Analyst Jr (Tijuana)
🏢 Sunrise Call Center
📍 Tijuana