Call Center QA Analyst - Insightful Performance Coach

Redial BPO; Tijuana; On-site; MXN 201,000 - 301,000; Full time

Job summary

Redial BPO in Mexico is seeking a Quality and Assurance Analyst (QA) to support our call center operations by analyzing performance data, generating reports, and driving continuous improvement. The role is ideal for a detail-oriented professional with experience in a BPO or contact center environment.

Responsibilities include monitoring customer interactions with QA scorecards, coaching for performance improvement, ensuring compliance with standards, and collaborating with Operations and

Qualifications

• High School Diploma required.
• Associate or bachelor’s degree preferred.

Responsibilities

• Monitor and evaluate customer interactions using QA scorecards.
• Provide feedback coaching and identify performance improvement opportunities.
• Ensure compliance with client, company, and quality standards.
• Analyze quality trends and prepare performance reports.
• Participate in calibration sessions to maintain scoring consistency.
• Collaborate with Operations and Training teams to improve customer experience and agent performance.

Skills

Quality monitoring

Feedback coaching

Data analysis

Customer service

Education

High School Diploma

Associate or bachelor’s degree preferred

Tools

CRM systems

Call center platforms

Quality monitoring systems

Job description

Redial BPO in Mexico is seeking a Quality and Assurance Analyst (QA) to support our call center operations by analyzing performance data, generating reports, and driving continuous improvement. The role is ideal for a detail-oriented professional with experience in a BPO or contact center environment.

Responsibilities include monitoring customer interactions with QA scorecards, coaching for performance improvement, ensuring compliance with standards, and collaborating with Operations and