Job Title: Quality Analyst Manager Location: Onsite in Zona Centro, Tijuana, Baja California, Mexico Company: CyberCity Call Center Hours: Monday to Friday from 9 AM to 6 PM Compensation: Basic package of 5k plus bonuses. About Us: We are a leading call center specializing in customer service, back office, Sales and Billing. We leverage our expertise, with your contributions, to directly impact our clients’ future. We pride ourselves on utilizing cutting\-edge technology and a highly skilled team to deliver excellence. Our dynamic team values collaboration, integrity, and performance. If you are passionate about driving results and thrive in a fast\-paced, client\-focused setting, we invite you to explore opportunities with us and make a significant difference in the lives of our customers. About the Role: As a Quality Analyst Manager, you will lead and oversee the quality assurance team to ensure that all customer interactions meet our company’s standards of excellence. You will be responsible for developing QA strategies, coaching analysts, aligning quality initiatives with business goals, and working closely with department heads to enhance overall performance. This role requires a blend of leadership, analytical insight, and process improvement expertise to continuously elevate service quality and customer satisfaction. Requirements: * 6 months of experience in a similar capacity. * Must be onsite in the Tijuana office. * English Fluent, both written and verbal. * Types 35 words per minute. * High level of work ethic, professionalism, punctuality, and reliability. * Proficient in using computers, CRM software, and other relevant tools. * Ability to adapt to changing priorities and processes. * Capable of working independently and as part of a team. * Meticulous attention to detail, and accuracy while multitasking. * Ability to handle confidential information with integrity. * Stays current with industry trends and advancement. * Effective time\-management and organizational skills. * Excellent analytical and problem\-solving skills. * Charismatic and influential leadership abilities. Key Responsabilities: * Supervise and guide the Quality Assurance team, ensuring alignment with company standards and goals. * Design and implement QA frameworks, workflows, and best practices to enhance service quality. * Conduct audits and evaluations of agent performance reports generated by QA analysts. * Lead calibration sessions with stakeholders to ensure consistency in scoring and feedback. * Develop training and coaching strategies based on QA findings to improve team and individual performance. * Analyze trends and performance metrics to identify areas for improvement across departments. * Collaborate with management to support operational excellence and customer satisfaction initiatives. * Maintain documentation and reporting on QA performance, coaching effectiveness, and team KPIs. What We Offer: * Competitive salary and benefits package. * Opportunities for professional development and career growth. * A supportive and collaborative work environment. * Comprehensive training on document retrieval processes and relevant regulations. * The chance to be part of a vital service supporting legal and medical professionals. Job Types: Full\-time, Permanent Pay: $29,000\.00 \- $33,000\.00 per month Work Location: In person