Quality Assurance Lead - Metrics & Process Improvement

CCSi; Ciudad de México; On-site; MXN 182,000 - 227,000; Full time

Benefits offered by this job

Weekly salary

Paid training

Weekly payments

Benefits required by Mexican law

IMSS coverage from day one

Professional growth and development

Job summary

Call Center Services International (CCSI) seeks a Quality Assurance Coordinator to lead QA activities, monitor performance, and drive improvements to meet client expectations. The role partners with Operations to turn data into actionable insights and support a high-performing team.

The position requires advanced English, 6–12 months in QA or related activities, and 0–6 months of leadership experience. Weekly pay and training are provided.

Qualifications

• Advanced English proficiency is required.
• Strong analytical and problem-solving abilities.
• Excellent communication, organizational, and interpersonal skills.
• Team-oriented with detail and results focus.

Responsibilities

• Supervise and coordinate the activities of Quality Assurance Analysts.
• Monitor team productivity, evaluation results, and quality indicators.
• Analyze quality trends and identify opportunities for improvement.
• Prepare, review, and optimize quality reports and performance dashboards.
• Track departmental metrics, project deliverables, and quality objectives.
• Collaborate with Operations to address quality concerns and support improvements.
• Support internal quality audits and documentation compliance.
• Provide recommendations to improve evaluation processes and efficiency.
• Coordinate quality initiatives and recognition programs.

Skills

Advanced English

Analytical skills

Problem solving

Communication skills

Organizational skills

Interpersonal skills

Team orientation

Attention to detail

Job description

Call Center Services International (CCSI) seeks a Quality Assurance Coordinator to lead QA activities, monitor performance, and drive improvements to meet client expectations. The role partners with Operations to turn data into actionable insights and support a high-performing team.

The position requires advanced English, 6–12 months in QA or related activities, and 0–6 months of leadership experience. Weekly pay and training are provided.