Quality Assurance (Qa) Representative - Call Center Operations

Govamedia; León; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading bilingual contact center in León is seeking a detail-oriented QA Representative. In this role, you will monitor agent calls and provide structured feedback. The ideal candidate should have at least 2 years of experience in a QA role, be fluent in English, and have strong communication abilities. This is a full-time position offering a competitive wage of $5.00 USD per hour with opportunities for growth. The work schedule is Monday to Friday, 40 hours a week, with a hybrid remote work arrangement.

Formación

• 2+ years of experience in a call center QA role.
• Strong written communication and coaching skills.
• Organized, analytical, and consistent with documentation.

Responsabilidades

• Listen to recorded and/or live calls across various campaigns.
• Score calls using internal scorecards and provide notes on agent performance.
• Conduct 1-on-1 feedback sessions with agents weekly or bi-weekly.

Conocimientos

Call center QA experience

Fluent in English

Written communication skills

Analytical skills

Herramientas

Aircall

Playvox

Google Sheets

Descripción del empleo

We're a bilingual contact center supporting U.S.based businesses in high-touch industries like solar, roofing, eCommerce, and home services.

We specialize in outbound appointment setting, inbound customer service, and dispatch operations — and we're looking for a QA rockstar to help us keep our standards high.

Role Overview

We're looking for a detail-oriented QA Representative with experience in call center quality monitoring.

You'll be responsible for listening to agent calls, scoring performance based on predefined criteria, providing structured feedback, and helping us raise the bar through ongoing coaching and calibration.

Responsibilities

• Listen to recorded and / or live calls across various campaigns
• Score calls using internal scorecards and provide notes on agent performance
• Identify coaching opportunities and elevate red-flag issues
• Conduct 1-on-1 feedback sessions with agents weekly or bi-weekly
• Collaborate with Team Leads and Client Managers to align QA goals with KPIs
• Participate in QA calibration sessions and suggest improvements to scripts or processes
• Track agent progress over time and help optimize call outcomes

Requirements

• 2+ years of experience in a call center QA role
• Fluent in English (Spanish a plus)
• Strong written communication and coaching skills
• Experience using QA scorecards, CRMs, and call monitoring tools (e.g., Aircall, Playvox, Google Sheets, etc.)
• Organized, analytical, and consistent with documentation
• Comfortable working remotely and meeting weekly deadlines

Work Schedule

• Monday to Friday
• 40 hrs a week
• Biweekly payment

Compensation

• $5.00 USD per hr
• Potential to grow

$15, - $18, per month

Job Types

• Full-time, Permanent

Experience

• QA : 1 year (required)

Work Location

Hybrid remote in Valle del Campestre, Aguascalientes, Ags.