*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*

*1. 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*

*2.



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*

*3. 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*

*4. 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*

*5. Cross-Functional Impact*

*• Analyze quali

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