QA ANALYST – CALL CENTER

Description

Job Summary: Supervise and evaluate the quality of telephone interactions, ensuring compliance with processes and service standards to optimize performance. Key Highlights: 1. Real opportunity for professional growth 2. Excellent work environment 3. Focus on results and continuous improvement **Talentos y Formación is seeking a QA ANALYST – CALL CENTER located 10 minutes from Six Flags – Tlalpan, Mexico City** ---------------------------------------------------------------------------------------------------------------- **Objective:** Supervise and evaluate the quality of telephone interactions (inbound and outbound), ensuring compliance with processes, KPIs, and service standards to contribute to operational performance optimization. **Requirements** -------------- * Minimum 6 months of verifiable experience as a Quality Analyst in a call center. * Knowledge of operational metrics and monitoring tools. * Intermediate or advanced Excel proficiency. * Focus on results and continuous improvement. **Main Responsibilities** ------------------------- * Monitoring and evaluation of inbound and outbound calls. * Analysis and tracking of KPIs: AHT, FCR, NPS, CSAT, and Service Level. * Identification of improvement areas and development of action plans. * Feedback and coaching sessions for agents. * Preparation of executive reports and performance analysis. * Verification of compliance with protocols, scripts, and internal policies. **We Offer** ------------- * Work schedule from Monday to Saturday. * Real opportunity for professional growth. * Excellent work environment. Apply now! **Desired Education Level:** High School Diploma **Desired Experience Level:** Mid-Level **Departmental Function:** Customer Service **Industry:** Insurance / Insurance Company **Skills:** * Critical thinking * Clear and assertive communication * Ability to work under pressure * Results-oriented *This vacancy originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=69a89523510000350003ab7c\&source\=indeed