Customer Quality Engineer

Reclutamiento Trc; A distancia; MXN 148,000 - 223,000; Jornada completa

Descripción de la vacante

A leading global BPO organization is seeking a skilled Customer Support Specialist to provide remote assistance for payroll inquiries while delivering exceptional customer service. Ideal candidates should be bilingual in Spanish and English, demonstrate strong patience and empathy, and have substantial experience in customer service. This remote role offers a unique opportunity to work within a mission-driven environment, with career growth possibilities and exposure to highly regulated sectors like education and healthcare.

Servicios

Career growth opportunities

Global exposure to international clients

Structured support from HR and operations

Formación

• 1+ year of experience in a customer service or call center environment.
• Fluent Spanish & English (written and verbal).
• Strong patience, empathy, and urgency when resolving customer issues.

Responsabilidades

• Provide phone and email support to employees regarding payroll inquiries.
• Document interactions accurately and maintain service quality standards.
• Lead, coach, and manage a team of Customer Experience Specialists.

Conocimientos

Bilingual in Spanish and English

Customer service experience

Strong patience and empathy

Proficiency with Microsoft Office Suite

Herramientas

Salesforce

Descripción del empleo

Now Hiring: Customer Support Specialist (Fully Remote – Mexico)

Type: Permanent

Location: Fully Remote in Mexico (supporting North York, ON)

Hours: Must be available for 8‑hour shifts between 8:00 AM – 8:00 PM EST

Salary Band: 148,200 – 222,200 MXN annually

Additional Info: $17,000 CAD monthly

About the Role

Insight Global is partnering with a major HCM industry leader to hire Customer Support Specialists across Mexico. In this role, you'll support employees via phone and email on payroll‑related inquiries. We’re looking for service‑driven individuals who can communicate clearly, stay patient, and act with urgency.

If you’re bilingual, customer‑focused, and looking for a long‑term remote opportunity with an enterprise organization — this is for you.

Required Skills & Experience

• 1+ year of experience in a customer service or call center environment
• Fluent Spanish & English (written and verbal)
• Strong patience, empathy, and urgency when resolving customer issues
• Proficiency with Microsoft Office Suite

What You’ll Do

• Provide phone and email support to employees regarding payroll inquiries
• Deliver exceptional customer service while troubleshooting issues
• Use internal tools, systems, and process knowledge to resolve cases
• Document interactions accurately and maintain service quality standards

Role Overview

At Adlecta, we don’t just place talent — we build long‑term partnerships with our clients and empower our people to grow.

We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations. We are currently hiring on behalf of Dysolve, a U.S.-based, technology-driven company operating at the intersection of education and healthcare. Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence-based approaches.

This role offers a unique opportunity to work within a mission‑driven education and healthcare environment while being employed and supported by Adlecta’s global team.

Work Schedule & Location

• Full‑time, remote position
• Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
• Must be available to work during U.S. business hours

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and manage a team of Customer Experience Specialists.
• Oversee onboarding, training, and continuous development of support agents.
• Monitor individual and team KPIs, including CSAT, response times, resolution rates, sales, retention, and feedback collection metrics.
• Conduct regular performance reviews, feedback sessions, and improvement plans.
• Foster a culture of empathy, accountability, precision, and professionalism.

Operations & Quality Assurance

• Ensure all customer interactions strictly follow approved scripts, policies, procedures, and compliance standards.
• Review calls, emails, chats, and CRM records to ensure accuracy, tone, and adherence to guidelines.
• Support agents in handling complex, sensitive, or escalated customer cases.
• Identify recurring issues, quality gaps, or training needs and implement corrective actions.
• Ensure complete, accurate, and timely documentation in Salesforce and related systems.

Customer Feedback, Insights & Research

• Establish clear processes for customer support agents to actively gather, document, and categorize customer feedback during interactions.
• Ensure customer insights related to user experience, objections, unmet needs, and feature requests are consistently captured.
• Collaborate with marketing and product teams to transform customer feedback into actionable insights for marketing research, messaging refinement, and product improvement.
• Address gaps where feedback collection has been previously underutilized or neglected, ensuring it becomes a core responsibility of the support function.

Process Improvement & Reporting

• Continuously improve support workflows, escalation paths, QA processes, and internal documentation.
• Collaborate with Adlecta leadership and Dysolve teams to refine KPIs and SLAs.
• Prepare and present regular performance, quality, retention, and customer insight reports.
• Act as the voice of the customer by sharing trends, pain points, and improvement opportunities with cross‑functional teams.

Customer Experience & Retention

• Ensure high‑quality handling of technical, billing, service, and account‑related issues.
• Guide agents in applying retention strategies and approved incentives when appropriate.Maintain the highest standards of confidentiality, data security, and precision of language in a regulated environment.
• Ensure consistent, empathetic, and professional communication across all customer touchpoints.

Requirements

• Proven experience as a Customer Support Manager, Team Lead, or Supervisor.
• Strong background in customer service, support operations, sales, retention, or customer experience management.
• Native‑level English (spoken and written).
• Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., TalkDesk or similar).
• Strong leadership, coaching, and conflict‑resolution skills.
• Highly organized, detail‑oriented, and process‑driven.
• Ability to work in sensitive, compliance‑focused environments such as education or healthcare.
• Analytical mindset with the ability to leverage data and KPIs to drive performance and improvements.
• Comfortable working in a fast‑paced, evolving environment.

Nice to Have

• Experience in education, healthcare, mental health, or other regulated industries.
• Experience building or scaling customer support teams.
• Experience creating SOPs, QA frameworks, feedback loops, or training programs.
• Experience working with remote or international teams.

Why Join Adlecta

• Global Exposure – Work with international clients across education and healthcare while being part of a growing global BPO organization.
• Stability & Support – Be employed by Adlecta, with structured HR, operational, and leadership support.
• Meaningful Work – Contribute directly to Dysolve’s mission of improving lives through education‑and‑healthcare‑driven AI solutions.
• Career Growth – Strong performers can grow into senior leadership, operations, or multi‑client management roles.
• Professional Development – Gain hands‑on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy.

At Adlecta, we don’t just place talent — we build long‑term partnerships with our clients and empower our people to grow.