*Location:
(Mexico City) In office

Department:
Sales

Reports To:
Sales Director

Job Type:
Full-Time*
Role Overview
*The Quality Assurance Specialist owns the quality layer of our customer experience operation.*
*This means more than reviewing tickets — you're building the system that keeps our agents sharp, our standards consistent, and our customers feeling the difference.*
*You'll design the QA framework, run the team that executes it, and be the person leadership relies on to know where the gaps are before they become problems. This is a high-ownership role. You'll work directly with CS leadership to shape how we coach, evaluate, and improve — across email, chat, and any other channel our agents operate in.*
Key Responsibilities
- QA Program Ownership
- Design and continuously refine the QA framework — scorecards, evaluation criteria, and channel- specific standards
- Conduct and oversee regular quality audits across all support interactions
- Ensure service standards around tone, accuracy, empathy, and compliance are consistent across

every channel




- Agent Performance Monitoring
- Oversee QA evaluation of calls, chats, and email interactions
- Monitor agent adherence to:
- Brand tone and communication standards
- Customer handling and escalation procedures
- Documentation accuracy and compliance requirements
- Maintain fair and consistent scoring across evaluators
- Coaching & Continuous Improvement
- Identify performance gaps and work with team leads to close them
- Deliver structured, actionable feedback based on QA findings
- Support individual agent development plans to drive measurable service improvement
- Reporting & Insights
- Build and present quality performance reports to CS and executive leadership
- Track and interpret key metrics: QA scores, CSAT trends, FCR, compliance adherence
- Surface recurring issues and translate data into clear improvement recommendations
- Cross-Functional Impact
- Analyze quality data to identify systemic service issu

📌 Quality Assurance (Ciudad de México)
🏢 Nysonian
📍 Ciudad de México