Job Summary: Pick and Collect S.A. de C.V. is seeking a Quality and Continuous Improvement Supervisor to lead the evaluation of agent performance and propose improvements to enhance customer experience. Key Highlights: 1. Lead the evaluation of agent performance and ensure quality in interactions. 2. Opportunities for growth and continuous training. 3. Excellent work environment and teamwork. **Pick and Collect S.A. de C.V. is seeking a PROCESS QUALITY SUPERVISOR located within 20 minutes of Boulevard de la Luz \- Tlalpan, Ciudad de México** --------------------------------------------------------------------------------------------------------------------------------------- **Job Objective:** We are seeking a Quality and Continuous Improvement Supervisor for a Call Center who will lead the evaluation of agent performance, ensure quality in every interaction, and propose initiatives to improve the customer experience. **Main Responsibilities:** * Supervise agent interactions across all customer service channels. * Analyze quality metrics to assess team performance. * Provide constructive feedback to drive improvement. * Identify areas for improvement and develop action plans. * Prepare quality indicator reports and tracking documentation. * Ensure compliance with internal processes and policies. **Job Requirements:** * Completed high school diploma or incomplete/completed undergraduate degree. * Minimum 6 months of experience in quality assurance or monitoring within a Call Center. * Familiarity with quality metrics such as FCR, NPS, and CSAT. * Strong communication skills and analytical ability. * Basic or intermediate Excel proficiency. **What We Offer:** * Ongoing training for your professional development. * Opportunities for career advancement within the company. * Excellent work environment and teamwork. **Desired Education Level:** Upper Secondary Education **Desired Experience Level:** Mid-Level **Departmental Function:** Customer Service **Industry:** Insurance / Insurance Company **Skills:** * Proactivity * Planning * Analysis *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=69cc0a685700003e002e76c1\&source\=indeed*