Quality Analyst - Call Center

Description

Job Summary: We are seeking a Call Center Quality Analyst to monitor, provide feedback, and support training efforts aimed at improving telephone interactions and call quality. Key Highlights: 1. Continuous improvement in telephone interactions through feedback. 2. Collaboration in training new staff. 3. Development of strategies to optimize call quality. LEADING CREDIT PORTFOLIO ADMINISTRATION AND RECOVERY COMPANY IN MEXICO QUALITY ANALYST CALL CENTER RESPONSIBILITIES: PROVIDING FEEDBACK TO TELEPHONE AGENTS TO IMPROVE INTERACTIONS CALIBRATIONS MONTHLY MONITORING REPORTS ONLINE, REMOTE, OR RECORDING-BASED MONITORING. DEVELOPING SUPPORT STRATEGIES TO IMPROVE CALLS. SUPPORTING TRAINING FOR NEWLY HIRED STAFF. WE OFFER: Gross base salary: $10,036 Statutory benefits Meal vouchers Monthly productivity bonus Career growth opportunities WORK SCHEDULE: Morning shift: Monday to Friday, 8:00 AM to 3:30 PM, and rotating Saturdays from 8:00 AM to 3:30 PM and from 12:30 PM to 8:00 PM. Evening shift: Monday to Friday, 1:30 PM to 9:00 PM, and rotating Saturdays from 8:00 AM to 3:30 PM and from 12:30 PM to 8:00 PM. REQUIREMENTS: 1 year of experience in a similar role within a Contact Center, sales, collections, etc. (Call monitoring and calibrations). Age: 22–45 years. Gender: Unrestricted. High school diploma (verifiable). Basic Office software skills (Word, Excel, Outlook). LOCATION: Centrum Park. Tlalnepantla APPLY NOW! -Requirements- Minimum education: Upper secondary education – General High School years of experience Keywords: analyst, quality, qa, callcenter, teleoperador, telefonista, telephonist, telefonico