Quality Assurance Specialist

About the role

XtendOps is looking for a Quality Analyst to monitor and evaluate customer interactions, ensuring service quality, company standards, and client requirements are consistently met.

Responsibilities

• Monitor and evaluate customer interactions through calls, chats, and/or emails based on established quality standards.
• Conduct quality audits and provide accurate, timely feedback to agents and operations teams.
• Identify trends, recurring issues, and opportunities for process and performance improvement.
• Prepare and maintain quality reports, scorecards, and performance documentation.
• Work with Team Leaders and Operations Managers to address quality gaps and improve customer experience.
• Participate in calibration sessions to ensure consistent and accurate quality evaluations.
• Provide coaching recommendations based on quality findings and performance trends.
• Ensure compliance with company policies, client requirements, and standard operating procedures.
• Escalate critical quality issues and recurring customer-impacting concerns to the appropriate teams.

Requirements

• At least 1 year of experience as a Quality Analyst in a BPO/call center environment.
• Strong understanding of quality assurance processes and customer service standards.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to identify performance gaps.
• Good written and verbal communication skills.
• Proficiency in Microsoft Office and Google Workspace.
• Ability to work independently and meet deadlines in a fast-paced environment.
• Willingness to work on shifting schedules, including weekends and holidays, if required.

Datos clave

• At least 1 year of experience as a Quality Analyst in a BPO/call center environment.
• Willingness to work on shifting schedules, including weekends and holidays, if required.
• The role evaluates customer interactions through calls, chats, and/or emails.

Salario estimado

Salario estimado para servicio al cliente en México: MXN 6.650 - 13.500 al mes, según 71 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.