CALL CENTER QUALITY CONSULTANT

Description

Job Summary: The Call Center Quality Consultant ensures compliance with quality standards in customer interactions through monitoring, analysis, and evaluation of calls. Key Highlights: 1. Ensure compliance with quality standards in customer interactions 2. Collaborate to improve departmental performance 3. Opportunity for growth within the company **Talentos y Formación is seeking a CALL CENTER QUALITY CONSULTANT located 10 minutes from Six Flags – Tlalpan, Mexico City** ------------------------------------------------------------------------------------------------------------------------- ### **Job Objective** Ensure compliance with quality standards in interactions between agents and customers through monitoring, analysis, and evaluation of calls and customer service channels, contributing to continuous service improvement. ### **Responsibilities** * Monitor calls and conversations of call center agents. * Evaluate agent performance based on quality indicators and evaluation forms. * Identify areas for improvement in customer service processes. * Prepare quality reports and metrics. * Provide feedback to agents to strengthen their customer service skills. * Follow up on improvement plans and operational standard compliance. * Collaborate with supervisors and team leaders to improve departmental performance. ### **Requirements** * Minimum of **6 months’ experience as a QUALITY CONSULTANT in a Call Center**. * Knowledge of **call evaluation, service metrics, and quality control**. * Analytical ability and report preparation skills. * Excellent communication skills to deliver effective feedback. * Proficiency in Office tools (Excel, reporting, and databases). * High level of organization and attention to detail. ### **We Offer** * **Competitive base salary** * **Performance-based bonuses** * **Timely biweekly payment** * Job stability * Opportunity for growth within the company ### **Schedule** * **Monday to Saturday** * Full-time shift **Apply by submitting your CV through this channel.** **Desired education level:** Upper Secondary Education **Desired experience level:** Mid-level **Departmental function:** Administrative / Secretarial **Industry:** Insurance / Insurance Company **Skills:** * Attention to detail * Software testing * Effective communication *This vacancy originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=69b204475400003000dc284c\&source\=indeed