Summary: Design and institutionalize a Quality and Process system to ensure operational consistency, client compliance, and continuous improvement across sales and customer service campaigns. Highlights: 1. Design and standardize cross-functional processes 2. Lead, train, and develop the Quality Monitoring team 3. Reduce critical errors and elevate quality standards **Position Purpose** Design, structure, and institutionalize the company’s Quality and Process system to ensure operational consistency, client compliance, and continuous improvement across sales and customer service campaigns. This role will transform call monitoring into a formal Quality Assurance framework and develop end\-to\-end processes integrating Client Services, Operations, QA, Finance, and Human Resources. **Key Responsibilities** * Design and standardize cross\-functional processes. * Document formal SOPs and establish clear escalation workflows. * Identify operational improvement opportunities and build scalable, replicable systems. * Lead, train, and develop the Quality Monitoring team. * Define monitoring quotas, metrics, and evaluation standards. * Implement calibration sessions to ensure scoring consistency. * Design campaign\-specific scorecards (sales, customer service, Spanish \& English). * Define criteria, weight distribution, and critical errors. * Manage operational KPIs: SLA, AHT, QA Score, Conversion, NPS, and FCR. * Oversee proper execution of evaluations. * Detect systemic issues and recurring performance gaps. * Recommend script and process improvements. * Coordinate performance improvement plans with operational leadership. * Reduce critical errors and elevate quality standards. * Generate weekly and monthly executive reports. * Analyze trends, risks, and performance insights. * Provide strategic data to support decision\-making. **Required Profile** * Bachelor’s degree in Industrial Engineering, Business Administration, or related field. * Proven experience designing and implementing QA systems. * Strong knowledge of operational KPIs and performance analysis. * Experience documenting processes and leading teams. * Advanced english **Core Competencies** Analytical thinking Leadership Attention to detail Results\-driven mindset Continuous improvement Cross\-functional collaboration. Expected Impact: Build a formal Quality and Process system that strengthens operational control, ensures performance consistency, and supports sustainable organizational growth. Sueldo: $18,000\.00 al mes Idioma: * inglés (Obligatorio) Lugar de trabajo: Empleo presencial