About the role We’re hiring a proactive **QA Auditor** to listen to calls, score them against our QA rubric, coach agents with actionable feedback, and drive continuous improvement across multiple client campaigns. What you’ll do * **Listen \& score calls** using our QA forms; audit chat/email interactions as needed. * **Deliver feedback**: write clear, constructive notes and host 1:1 coaching sessions. * **Publish reports**: weekly scorecards and a monthly QA report with trends, insights, and action items. * **Calibrate**: run/attend weekly QA calibrations to keep scoring consistent. * **Improve the process**: flag gaps in scripts, SOPs, and workflows; propose fixes and track outcomes. * **Compliance \& accuracy**: ensure scripts/disclosures are followed (e.g., TCPA/time\-zone rules). * **Partner with Ops**: work with TLs/CMs to raise CSAT/FCR, reduce AHT without hurting quality. What success looks like (first 90 days) * 100\+ call audits/week with **on\-time** reporting. * Coaching plans delivered for low performers; measurable lift in QA scores. * A simple **QA dashboard** and monthly narrative report in place. * Documented improvements to scripts/process based on your findings. Must\-haves * 1–2\+ years in **call center QA** or Team Lead role (sales or customer service). * **Bilingual English/Spanish**: clear writing and coaching in both. * Strong analytical chops in **Google Sheets/Excel** (filters, pivot tables, charts). * Experience giving **specific, behavior\-based feedback** (SBI model or similar). * Detail orientation, confidentiality, and follow\-through. Nice\-to\-haves * Familiarity with QA tools/dialers/CRMs (e.g., Aircall, RingCentral, CXone, HubSpot, Zendesk). * Built QA forms/scorecards or ran calibration sessions. * Knowledge of compliance basics (TCPA/DNC/time\-zone calling windows). Schedule * Monday–Friday * 8am to 5pm Job Type: Full\-time Pay: $13,000\.00 \- $14,000\.00 per month Work Location: Hybrid remote in Valle del Campestre, 20110 Aguascalientes, Ags.