Quality and Assurance Analyst

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

Quality and Assurance Analyst (QA) – Call Center

Location: Zona Rio, Tijuana (On-site)

Employment Type: Full-time

About the Role

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

Key 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.

Required Qualifications

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

Language

• Advanced English proficiency (B2+ or higher).
• Fluent Spanish and English communication skills.

Experience

• Minimum 6 months of Quality Assurance experience in a call center environment.
• Experience evaluating customer interactions and providing feedback.
• Experience using quality monitoring systems and scorecards.
• Customer service, Team Lead, or training experience is a plus.

Technical Skills

• Intermediate to advanced Microsoft Excel.
• Experience with CRM systems and call center platforms.
• Ability to analyze performance data and identify trends.
• Strong reporting and documentation skills.

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law