Job Summary: Quality analyst who monitors interactions to identify trends and improve performance metrics of call center agents. Key Highlights: 1. Trend analysis to improve quality metrics 2. Interaction audits and monitoring quota compliance 3. Growth opportunity and career plan Analyze trends impacting quality metrics and other key performance indicators of agents, based on interaction monitoring, creation of historical records, and use of forms previously established by the client, in order to ensure timely delivery of relevant information for team feedback and follow-up. Conduct audits of randomly selected interactions using the tool provided by the external client. Meet weekly monitoring quotas to fulfill contractual requirements. Record quality indicator performance. \-Escalate behaviors evidencing inconsistencies. Requirements: * 3 years’ experience as a quality process analyst in a call center. * Completed bachelor’s degree in Business Administration or Industrial Engineering. * Coaching methodology. * Grammar and spelling proficiency. * Call center procedures and metrics. * Intermediate Microsoft Office proficiency. We Offer: * 100% direct employment contract with the company. * Competitive salary. * Statutory benefits (IMSS coverage from day one). * Minor medical expense insurance. * Growth opportunity and career plan. Employment Type: Full-time Salary: Up to $12,400.00 per month Work Location: On-site employment