We’re a bilingual contact center supporting U.S.based businesses in high-touch industries like solar, roofing, eCommerce, and home services. We specialize in outbound appointment setting, inbound customer service, and dispatch operations — and we’re looking for a **QA rockstar** to help us keep our standards high.
**Role Overview**:
We’re looking for a **detail-oriented QA Representative** with experience in **call center quality monitoring**. You’ll be responsible for listening to agent calls, scoring performance based on predefined criteria, providing structured feedback, and helping us raise the bar through ongoing coaching and calibration.
**Responsibilities**:
- Listen to recorded and/or live calls across various campaigns
- Score calls using internal scorecards and provide notes on agent performance
- Identify coaching opportunities and escalate red-flag issues
- Conduct 1-on-1 feedback sessions with agents weekly or bi-weekly
- Collaborate with Team Leads and Client Managers to align QA goals with KPIs




- Participate in QA calibration sessions and suggest improvements to scripts or processes
- Track agent progress over time and help optimize call outcomes
**Requirements**:
- 2+ years of experience in a call center QA role
- Fluent in English (Spanish a plus)
- Strong written communication and coaching skills
- Experience using QA scorecards, CRMs, and call monitoring tools (e.g., Aircall, Playvox, Google Sheets, etc.)
- Organized, analytical, and consistent with documentation
- Comfortable working remotely and meeting weekly deadlines
**Work Schedule**:
- Monday to Friday
- 40 hrs a week
- Biweekly payment
**Compensation**:
- $5.00 USD per hr
- Potential to grow
**Job Types**: Full-time, Permanent
Pay: $15,000.00 - $18,000.00 per month
**Experience**:
- QA: 1 year (required)
Work Location: Hybrid remote in Valle del Campestre, 20110 Aguascalientes, Ags.

📌 Quality Assurance (QA) Representative - Call Center Operations (Valle del Campestre)
🏢 GovaMedia
📍 Valle del Campestre