Location: Mexico City (On-site)
Employment Type: Full-time
About Nysonian
Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.
Our Fast-Growing Portfolio Includes:
- NOBL Travel — redefining modern travel with design, durability, and performance
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FLO Pilates — bringing Pilates into homes and wardrobes globally
With $150M+ in revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we are shaping the brands that will define the next decade.
Core Values: Winners' Mindset | Speed with Purpose | Thoughtful Innovation | Genuineness | No Ego, Full Ownership
About the Role
The Quality Assurance Specialist owns the quality layer of our customer experience operation. This means more than reviewing tickets; you're building the system that keeps our agents sharp, our standards consistent, and our customers feeling the difference.
You'll design the QA framework, run the team that executes it, and be the person leadership relies on to know where the gaps are before they become problems. This is a high-ownership role. You'll work directly with CS leadership to shape how we coach, evaluate, and improve across email, chat, and any other channel our agents operate in.
What You Will Do
- Own and continuously improve the Customer Service QA program by developing evaluation frameworks, scorecards, quality standards, and channel-specific assessment criteria.
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Lead quality audits across calls, chats, emails, and other customer interactions to ensure consistency in service quality, compliance, accuracy, empathy, and brand standards.
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Monitor and evaluate agent performance, ensuring fair, consistent, and objective scoring while maintaining adherence to communication guidelines, SOPs, and documentation requirements.
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Deliver actionable coaching and performance feedback, partnering with Team Leads to address quality gaps, improve customer interactions, and support ongoing agent development.
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Analyze QA performance metrics, including QA scores, CSAT, First Contact Resolution (FCR), compliance, and service trends, to identify opportunities for continuous improvement.
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Prepare and present comprehensive QA reports, dashboards, and strategic insights for Customer Support leadership, highlighting trends, risks, and actionable recommendations.
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Collaborate with Customer Experience, Operations, Product, and Training teams to resolve systemic service issues, enhance workflows, improve knowledge resources, and strengthen customer experience initiatives.
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Lead and develop the QA team by managing performance, conducting calibration sessions, establishing productivity and quality benchmarks, and supporting hiring, onboarding, and capability development.Own and continuously improve the
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Customer Service QA program by developing evaluation frameworks, scorecards, quality standards, and channel-specific assessment criteria.
Who You Are
- Bachelor's degree in Business Administration, Communications, Customer Experience, or a related field is preferred.
- 5–8+ years of experience in Customer Service Operations, Quality Assurance, or a similar customer experience role, including 2–4+ years leading QA teams or service quality programs.
- Strong background in contact center or customer support environments with hands-on experience evaluating calls, chats, emails, and other customer interactions.
- Deep understanding of customer service QA frameworks, contact center best practices, scorecard design, interaction evaluation, and calibration methodologies.
- Strong analytical and problem-solving skills with the ability to interpret quality metrics, identify trends, perform root cause analysis, and drive data-informed improvements.
- Proven leadership experience in managing, mentoring, and coaching QA professionals while building high-performing teams and maintaining consistent evaluation standards.
- Excellent written and verbal communication skills in both Spanish and English, with the ability to deliver constructive feedback and influence stakeholders at all levels.
- Proficiency with CRM platforms, Aircall or similar call monitoring systems, QA scorecard software, and reporting and analytics tools is highly desirable.
Why You'll Love Working at Nysonian:
- Competitive base salary.
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Collaborate with high-performing teams across fast-growing global brands.
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Meaningful opportunities for growth, ownership, and impact.
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A culture built on accountability, transparency, and execution.
Our Commitment:
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.
