Intugo, in partnership with a foreign company specializing in healthcare revenue cycle management and technology-enabled services, is looking for a Bilingual Quality Assurance Analyst to support a growing contact center operation in Guadalajara.
The QA Analyst will be responsible for monitoring customer interactions, evaluating service quality, identifying performance opportunities, and providing actionable feedback to help improve the customer experience and overall team performance.
Responsibilities
- Monitor and evaluate customer interactions across the contact center.
- Review calls and customer service cases based on established quality standards.
- Identify trends, recurring errors, and opportunities for improvement.
- Provide clear and constructive feedback to agents and operational leaders.
- Support coaching and performance-improvement initiatives.
- Track quality results and prepare reports.
- Participate in calibration sessions and quality reviews.
- Collaborate with Team Leads, Trainers,
and Operations to improve customer service performance.
- Ensure procedures and service standards are consistently followed.
Requirements
- Advanced English.
- Previous BPO / contact center / customer service experience.
- Previous experience in Quality Assurance, Quality Monitoring, Coaching, SME, or a similar role preferred.
- Strong analytical and attention-to-detail skills.
- Ability to provide professional and constructive feedback.
- Strong verbal and written communication skills.
- Comfortable working with performance metrics and quality standards.
- Good computer skills and ability to work with multiple systems.
Healthcare experience is not required.
Benefits
- Law benefits
- 30 days Christmas bonus
- $1,000 MXN food vouchers
- Private medical insurance
- Full-time, on-site opportunity
- Growth opportunities within the operation