**Position Purpose**
Design, structure, and institutionalize the company’s Quality and Process system to ensure operational consistency, client compliance, and continuous improvement across sales and customer service campaigns. This role will transform call monitoring into a formal Quality Assurance framework and develop end-to-end processes integrating Client Services, Operations, QA, Finance, and Human Resources.
**Key Responsibilities**
- Design and standardize cross-functional processes.
- Document formal SOPs and establish clear escalation workflows.
- Identify operational improvement opportunities and build scalable, replicable systems.
- Lead, train, and develop the Quality Monitoring team.
- Define monitoring quotas, metrics, and evaluation standards.
- Implement calibration sessions to ensure scoring consistency.
- Design campaign-specific scorecards (sales, customer service, Spanish & English).
- Define criteria, weight distribution, and critical errors.
- Manage operational KPIs: SLA, AHT, QA Score, Conversion, NPS, and FCR.
- Oversee proper execution of evaluations.
- Detect systemic issues and recurring performance gaps.




- Recommend script and process improvements.
- Coordinate performance improvement plans with operational leadership.
- Reduce critical errors and elevate quality standards.
- Generate weekly and monthly executive reports.
- Analyze trends, risks, and performance insights.
- Provide strategic data to support decision-making.
**Required Profile**
- Bachelor’s degree in Industrial Engineering, Business Administration, or related field.
- Proven experience designing and implementing QA systems.
- Strong knowledge of operational KPIs and performance analysis.
- Experience documenting processes and leading teams.
- Advanced english
**Core Competencies**
Analytical thinking Leadership Attention to detail Results-driven mindset Continuous improvement Cross-functional collaboration.
Expected Impact: Build a formal Quality and Process system that strengthens operational control, ensures performance consistency, and supports sustainable organizational growth.
Sueldo: $18,000.00 al mes
Idioma:
- inglés (Obligatorio)
Lugar de trabajo: Empleo presencial

📌 Quality & Process Manager (Hermosillo)
🏢 Allegro Response
📍 Hermosillo