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Job Summary: We are seeking a Quality Analyst to identify improvements in customer experience and monitor telephonic service, ensuring compliance with procedures. Key Highlights: 1. Identifies areas of opportunity to improve service quality 2. Monitors key KPIs such as AHT and wait time 3. Ensures adherence to procedures and policies Toka Internacional, a financial company with over 20 years of presence in Mexico, invites you to join its team. We are currently recruiting for the position of Quality Analyst (call-based). Requirements: - Completed or incomplete bachelor's degree in Business Administration or related field. - Intermediate Excel skills (creation of pivot tables, proficiency in basic formulas, use of advanced filters, and dynamic charts). - Customer service experience, either in-person or telephonic. - Knowledge of quality management. Responsibilities: - Identify areas of opportunity to improve customer and user experience (calls). - Handle assigned incoming and outgoing calls (productivity) by the supervisor for service monitoring. - Monitor KPIs: AHT, wait time, time to answer calls, abandonment rate. - Report incidents to respective department heads according to the severity level defined in the incident matrix. - Ensure adherence to procedures and policies for each process. We Offer: - Net monthly salary: $10,585.90 - Statutory benefits - Monthly food vouchers: $1,200 - Savings fund - Membership including (accidental death insurance, multiple assistance services, discounts on medical exams, ambulance services). Schedule: - Monday to Friday, 10:00 AM – 7:00 PM (weekends off). Work location near Plaza del Sol (behind Sirloin Stockade on López Mateos). INTERESTED CANDIDATES PLEASE SEND UPDATED CV.-Requirements- Minimum education: Higher education - Bachelor's degree 1 year of experience Skills: Quality, Charts, Microsoft Excel, Monitoring, Customer Service Keywords: analyst, quality, qa, call, callcenter, teleoperator, telephone operator, telephonist, telephonic
