Customer Care Performance & QA Coach

Carrier; Monterrey; Presencial; MXN 240.000 - 420.000; Jornada completa

Descripción de la vacante

Carrier's Monterrey Customer Care Center is seeking a QA Coach who will monitor calls, provide coaching, and drive continuous quality improvements across the customer service team. You will partner with supervisors, participate in calibrations, and support training content updates.

Ideal candidates will have a business-focused degree, 3+ years in customer service, and strong bilingual communication skills to excel in a fast-paced environment.

Formación

• Bachelor degree required in business administration or related field.
• Minimum 3 years in customer service with call center experience preferred.
• Strong communication and coaching skills.
• Ability to provide constructive feedback and handle difficult situations.

Responsabilidades

• Monitor customer service calls and emails to ensure quality and adherence to policies.
• Provide real-time feedback and coaching to new hires.
• Score calls, emails, and chats using QA criteria and WFM tools.
• Identify strengths and opportunities; retrain agents to improve overall customer experience.
• Collaborate with managers to share QA results and recommendations for process improvements.
• Participate in monthly calibration sessions to discuss trends and improvement opportunities.
• Escalate potential risks and quality concerns to supervisors.
• Assist Training Manager with content updates and training needs.

Conocimientos

Bilingual

Communication Skills

Coaching and Feedback

Educación

Bachelor degree in Business Administration

Industrial Experience

Herramientas

Salesforce

SharePoint

CTI

Virtual Observer

Outlook

Excel

PowerPoint

Descripción del empleo

Carrier's Monterrey Customer Care Center is seeking a QA Coach who will monitor calls, provide coaching, and drive continuous quality improvements across the customer service team. You will partner with supervisors, participate in calibrations, and support training content updates.

Ideal candidates will have a business-focused degree, 3+ years in customer service, and strong bilingual communication skills to excel in a fast-paced environment.