Quality Assurance Specialist

Everise; Valle de Bravo; On-site; MXN 180,000 - 240,000; Full time

Job summary

Everise is seeking a Specialist - Quality Assurance to ensure calls adhere to client and Everise quality guidelines. The role involves monitoring and scoring transactions, plus providing coaching to associates.

The candidate should have at least 1 year of customer service or sales experience, strong MS Office skills, and excellent communication abilities. This position emphasizes attention to detail, analytics, and independent work with a flexible schedule.

Qualifications

• At least 1 year of customer service and/or sales experience, preferably in a call center.
• Excellent oral and written communication skills.
• Detail-oriented with strong analytical capabilities.
• Able to work independently and maintain dependable attendance.

Responsibilities

• Monitor and audit assigned associates to ensure quality standards are met.
• Collaborate with supervisors to improve agent performance and quality metrics.
• Provide training to new hires and experienced agents as needed.
• Attend internal and client calibration sessions to align quality expectations.
• Keep training materials up to date and stay informed on project information.
• Perform other duties as assigned by management.

Skills

Customer service

Written communication

Oral communication

Analytical skills

Detail-oriented

Interpersonal skills

Independent work

Flexible schedule

Attendance reliability

Motivation

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people‑first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.

Job Requirements:

• Monitor/audit each assigned associate in accordance with Everise and client requirements
• Work with supervisors and management to ensure that all associates are meeting quality standards
• Provide training as needed to both new hires and experienced associates
• Attend and contribute to both internal and client calibration sessions
• Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s)
• Any other duties and responsibilities assigned by management of the company

Qualifications:

• At least 1 year customer service and/or sales experience, preferably in a call center environment
• High school diploma or equivalent required. Some college preferred
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• Excellent oral and written communication skills
• Detailed-oriented
• Analytical skills
• Exceptional motivational and interpersonal skills
• Able to work independently
• Flexible Schedule
• Dependability regarding completion of assignments and attendance

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.