About Us:
We are a integral organization with 20+ years of experience in the technology and product support industry. We partner with the most innovative IOT/Smart-tech, Fintech, Health-tech, and E-retail brands.

Job Description:
As the Head of Quality, you will play a critical role in ensuring the highest standards of service delivery across our customer service and support operations. You will be responsible for designing, implementing, and managing quality assurance programs to drive continuous improvement in customer satisfaction and operational efficiency.
Responsibilities:

- Develop and implement a comprehensive quality assurance strategy for customer service and support operations.
- Establish and maintain quality metrics and key performance indicators (KPIs) to measure and improve the effectiveness of customer interactions.
- Lead a team of quality assurance professionals, providing coaching, training, and mentorship.
- Conduct regular audits of customer interactions across various channels, including phone, email, and live chat.
- Collaborate with department heads to identify areas for improvement and develop action plans to address performance gaps.




- Analyze customer feedback and satisfaction data to identify trends and recommend process enhancements.
- Drive a culture of continuous improvement and quality consciousness throughout the organization.
- Implement and manage quality assurance tools and technologies to streamline processes and enhance efficiency.

Requirements:

- Bachelor's degree in a relevant field; advanced degree preferred.
- X years of experience in quality assurance, preferably in a customer service or support environment.
- Proven track record of designing and implementing successful quality assurance programs.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent analytical and problem-solving abilities.
- Effective communication and interpersonal skills.
- Familiarity with industry-standard quality assurance tools and methodologies.
- Experience with customer service and support technologies and platforms.

Benefits:

- Pay benefits provided by law
- Professional development opportunities
- Dynamic and collaborative work environment

Job Type: Full-time

Work Location: In person

📌 Senior Customer Experience QA (Ciudad Juárez)
🏢 Infolink Exp
📍 Ciudad Juárez