**Portfolio Administrator seeks Quality Analyst in Toluca, State of Mexico** ----------------------------------------------------------------------------------- QUALITY ANALYST JOB DESCRIPTION: Responsible for evaluating and improving the performance of collections advisors, ensuring compliance with quality standards in communication, adherence to collections protocols, and customer satisfaction. DAILY RESPONSIBILITIES: * Monitor and evaluate collection calls made by agents. * Identify opportunities for service and communication improvement. * Develop and present quality reports with metrics and key findings. * Provide effective feedback to agents to improve performance. * Design and implement strategies to enhance service quality and achieve objectives. * Ensure compliance with legal regulations, internal policies, and best practices. * Collaborate with the training team to reinforce skills identified as areas for improvement. REQUIREMENTS: * Education: Completed high school diploma (verifiable) * Experience: Minimum 1 year monitoring and evaluating quality in a call center, preferably in collections. Technical Skills: * Proficiency in monitoring and evaluation tools. * Knowledge of key call center metrics. * Advanced Excel and CRM software proficiency. WE OFFER: * Competitive salary. * Productivity bonus. * Grocery vouchers. * Statutory benefits. * Paid training. * Opportunities for professional growth and development. **Desired Education Level:** Upper Secondary **Desired Experience Level:** Mid-Level **Departmental Function:** Accounting / Finance **Industry:** Banking *This vacancy is from Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=69529c2a41000063005c04a6\&source\=indeed*