**Job Description:** QA and WFM Assistant **JOB OBJECTIVE** Ensure customer service quality through systematic auditing of agent interactions, identification of non-conformities, and support in generating reports that drive continuous improvement of the technical support team. **RESPONSIBILITIES** **Quality Assurance and Continuous Improvement (QA)** * **Monitoring and evaluation:** Conduct periodic audits of agent interactions (calls, chats, tickets) to assess service quality, technical accuracy, and adherence to established procedures. * **Quality data analysis:** Identify trends and patterns in QA audit results to detect opportunities for improvement in training, processes, or tools. * **Support in standard development:** Assist in updating evaluation rubrics and service quality standards, ensuring alignment with business objectives. **KEY STRENGTHS** * Holistic view of service. * Analytical and data-driven mindset. * Reliability and delivery of results. **SKILLS AND COMPETENCIES** * **Analytical skills:** Ability to collect and identify simple patterns in quality results. * **Attention to detail:** Ability to conduct thorough and accurate quality audits. * **Communication:** Excellent written communication skills to deliver clear, constructive, and objective audit feedback and observations. * **Stress management:** Ability to maintain objectivity and audit accuracy even when handling high volumes or tight deadlines for evaluation completion. * **Service knowledge:** Understanding of technical support workflows and basic metrics (e.g., CSAT). **KNOWLEDGE AND PROFESSIONAL TRAINING** * **QA tools:** Desired experience using quality monitoring tools. * **Advanced office software:** Intermediate proficiency in Excel/Google Sheets (pivot tables, basic formulas). * **Ticketing systems:** Experience with ticket management systems (e.g., Zendesk, Freshdesk, ServiceNow). **REQUIREMENTS** * **Education:** Technical degree, incomplete undergraduate studies, or professional degree in Industrial Engineering, Quality Management, or related field. * **Experience:** Minimum 1 year as a Technical Support Agent, or 6 months in a QA Assistant/Analyst role within a call center or service center. * **Language:** Basic to intermediate English (preferred). **WE OFFER** * Savings fund * Major medical expense insurance * Grocery vouchers * Year-end bonus equivalent to 30 days' salary * Tools and resources for professional development. **SCHEDULE AND WORK MODALITY** * Monday to Friday, 8:00 a.m. to 6:00 p.m. * On-site work. Employment type: Full-time Salary: Starting at $10,500.00 MXN per month Work location: On-site employment