Call Center QA Analyst - Insightful Performance Coach

Redial BPO; Tijuana; Presencial; MXN 201.000 - 301.000; Jornada completa

Descripción de la vacante

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

Formación

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

Responsabilidades

• 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.

Conocimientos

Quality monitoring

Feedback coaching

Data analysis

Customer service

Educación

High School Diploma

Associate or bachelor’s degree preferred

Herramientas

CRM systems

Call center platforms

Quality monitoring systems

Descripción del empleo

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