Quality and Assurance Analyst (QA) – Call Center
Location: Zona Rio, Tijuana (On-site)
Employment Type: Full-time
About the Role
We are seeking a Quality Analyst (QA) to support our call center operations by analyzing performance data, generating reports, and driving continuous improvement. This role is idóneo for a detail-oriented and analytical professional with experience in a BPO or contact center environment.
Key Responsibilities
Monitor and evaluate customer interactions using QA scorecards.
Provide feedback coaching and identify performance improvement opportunities.
Ensure compliance with client, company, and quality standards.
Analyze quality trends and prepare performance reports.
Participate in calibration sessions to maintain scoring consistency.
Collaborate with Operations and Training teams to improve customer experience and agent performance.
Required Qualifications
High School Diploma required.
Associate or bachelor’s degree preferred.
Language
Advanced English proficiency (B2+ or higher).
Fluent Spanish and English communication skills.
Experience




Minimum 6 months of Quality Assurance experience in a call center environment.
Experience evaluating customer interactions and providing feedback.
Experience using quality monitoring systems and scorecards.
Customer service, Team Lead, or training experience is a plus.
Technical Skills
Intermediate to advanced Microsoft Excel.
Experience with CRM systems and call center platforms.
Ability to analyze performance data and identify trends.
Strong reporting and documentation skills.
If you are passionate about data, performance improvement, and operational excellence, we encourage you to apply.
All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law
REDIAL BPO will never re

📌 Quality and Assurance Analyst (Tijuana)
🏢 Redial Bpo
📍 Tijuana