Quality Consultant – Claims & Contact Center

Capgemini; México; Sur place; MXN 420 000 - 520 000; Plein temps

Avantages offerts par ce poste

Health insurance

Pension plan

Paid time off

Training & development

Résumé du poste

FBS is seeking a Quality Assurance Auditor to evaluate service quality, regulatory adherence, and customer journey impact. You will lead audits, analyze results, and present findings to business leaders, coordinating with sites and teams to drive improvements.

Ideal candidates have 1-3 years in claims or contact centers, a QA mindset, and fluent English; bachelor’s degree is preferred for advancement.

Qualifications

• Fluent English required.
• Experience in quality assurance or call center settings.
• High school diploma or equivalent; bachelor’s degree preferred.

Responsabilités

• Evaluate service quality and regulatory compliance for contacts.
• Identify trends and recommend action items to improve customer experience.
• Lead and execute audits; present results to leadership.
• Collaborate with leadership to plan targeted audits for sites or teams.
• Train and mentor new team members and review audits for consistency.

Connaissances

Fluent English

Quality & Call Center experience

Formation

High school diploma or equivalent

Bachelor's degree preferred

Description du poste

FBS is seeking a Quality Assurance Auditor to evaluate service quality, regulatory adherence, and customer journey impact. You will lead audits, analyze results, and present findings to business leaders, coordinating with sites and teams to drive improvements.

Ideal candidates have 1-3 years in claims or contact centers, a QA mindset, and fluent English; bachelor’s degree is preferred for advancement.