Location: (Mexico City) In office
Department: Sales
Reports To: Sales Director
Job Type: Full-Time

ROLE OVERVIEW

The Quality Assurance Specialist owns the quality layer of our customer experience operation. This means more than reviewing tickets — you're building the system that keeps our agents sharp, our standards consistent, and our customers feeling the difference.

You'll design the QA framework, run the team that executes it, and be the person leadership relies on to know where the gaps are before they become problems. This is a high-ownership role. You'll work directly with CS leadership to shape how we coach, evaluate, and improve — across email, chat, and any other channel our agents operate in.

KEY RESPONSIBILITIES

1. QA Program Ownership

2. Agent Performance Monitoring

3. Coaching & Continuous Improvement

4. Reporting & Insights

• Build and present quality performance reports to CS and executive leadership
• Track and interpret key metrics: QA scores, CSAT trends, FCR, compliance adherence
• Surface recurring issues and translate data into clear improvement recommendations

5. Cross-Functional Impact

6. Team Leadership

• Manage and develop QA executives responsible for evaluating customer interactions
• Run calibration sessions to keep evaluation standards consistent across the team
• Set QA productivity and accuracy benchmarks; recruit and onboard new team members

KEY METRICS (KPIS)

QUALIFICATIONS

Education

Experience

• 5–8+ years in customer service operations or quality assurance
• 2–4+ years managing QA or service quality programs
• Background in contact center or customer support environments
• Hands-on experience evaluating calls, chats, and written customer interactions

SKILLS & COMPETENCIES

Service Quality

Leadership

• Team management, mentoring, and performance coaching
• Experience building and running evaluation calibration programs

• Strong written and verbal communication skills in Spanish and English
• Comfortable delivering constructive feedback at the individual and team level

TOOLS & SYSTEMS