PROCESS QUALITY SUPERVISOR

Description

Job Summary: Pick and Collect S.A. de C.V. seeks a Process Quality Supervisor for a Call Center to lead quality evaluation, ensure interaction quality, and propose improvements for customer experience. Key Highlights: 1. Continuous training for professional development 2. Growth opportunities within the company 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 looking for a Call Center Quality and Continuous Improvement Supervisor who will lead agent performance evaluations, ensure quality in every customer interaction, and propose initiatives to enhance 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 design action plans. * Prepare quality indicator reports and tracking documentation. * Ensure compliance with internal processes and policies. **Job Requirements:** * Completed high school diploma or partial/completed bachelor’s 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 to intermediate Excel proficiency. **What We Offer:** * Continuous training for your professional development. * Growth opportunities within the company. * Excellent work environment and teamwork. **Desired Education Level:** High School (Upper Secondary) **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*