• Evaluate inbound, outbound, side-by-side, and written interactions (calls, chats, claims, emails) for compliance, accuracy, and experience.
  
• Provide structured feedback and participate in calibration sessions to ensure evaluation consistency.
  
• Support new hires and cross-trainees with live coaching and mentoring sessions.
  
• Participate in floor support and knowledge transfer activities as assigned.
  
• Analyze QA trends to identify process defects, training gaps, or system-related friction.
  
• Participate in Kaizen, A3, and Root Cause Analysis initiatives to drive continuous improvement.
  
• Develop mini-insight reports, Pareto analyses, and recommendations for Operations and Training.
  
• Support updates to SOPs, workflows, and knowledge base articles to reflect best practices.
  
• Maintain accurate documentation of evaluation data, findings, and action plans.
  
• Support QA dashboards, performance reports, and monthly insight summaries.
  
• Assist during internal audits, compliance checks, and regulatory reviews.
  
• Ensure consistency between QA evaluations, operational metrics (FCR, AHT, CSAT), and customer outcomes.
  
• Perform other duties and ad-hoc analyses as directed by Quality Management.

Requirements

• Previous Call Center Experience
  
• Advanced English level
  
• QA experience in a Call Center environment.
  
• Windows Office knowledge: Word, Excel, PowerPoint
  
• Bachelor's degree (desirable).
  
• Car Insurance Policies & Regulations (plus).
  
• Continuous Improvement experience (plus)

Benefits

• Private Health Insurance.
  
• Life Insurance.
  
• Saving Funds and Voluntary Savings Account.
  
• Profit Sharing (PTU).
  
• Vacation Days (above law).
  
• Christmas bonus.
  
• Vacation premium.