20 publicaciones de empleo destacadas de qa analyst en ciudad de méxico, dif (¡Están contratando!)

Quality Assurance (QA) Analyst
Nysonian —Ciudad de México, CDMX
- Tiempo completo
- Servicio al cliente
- Inglés
- Licenciatura
Postulación rápida
Senior Analyst, Quality Assurance
Mastercard —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
QA Analyst - LATAM
Sokin —Ciudad de México, CDMX
- Trabajo híbrido
- Habilidades de comunicación
QA Analyst / Analista de pruebas
IDS Comercial, S.A. de C.V. —Benito Juárez, CDMX
- Tiempo completo
Postulación rápida
Analista Funcional TI
Eglobal —Cuauhtémoc, CDMX
- $28,000 a $32,000 por mes
- Tiempo completo
- Azure
- Informática
- DevOps
Postulación rápida
Software QA Analyst
Verifone —Ciudad de México, CDMX
- Microsoft Excel
- Azure
- Administración de personal
Postulación rápida
Junior Email & SMS Marketing Specialist
Community Sports Partners —Ciudad de México, CDMX
- Home Office (Desde casa)
- Mercadotecnia
- Inglés
- Negocios
Postulación rápida
Analyst – Transaction Monitoring and Sanctions screening
Infosys —Ciudad de México, CDMX
- Administración de personal
- Inglés
- Licenciatura
Postulación rápida
QA Analyst Salesforce
IDS Comercial, S.A. de C.V. —Benito Juárez, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Salesforce
- Inglés
Postulación rápida
5d
AML Investigations and Operations Senior Manager
DiDi Global —Cuauhtémoc, CDMX
- Administración de personal
- Licenciatura
Business Analyst
Eleyeme Asociados —La Otra Banda, CDMX
- $25,000 a $28,000 por mes
- Aplicaciones en linea
- Trabajo híbrido
- Azure
- DevOps
- Capacidad analítica
Postulación rápida
Email & SMS Marketing Specialist
Community Sports Partners —Ciudad de México, CDMX
- Home Office (Desde casa)
- Mercadotecnia
- Inglés
- Negocios
Postulación rápida
Junior Lifecycle Marketing Coordinator
Community Sports Partners —Ciudad de México, CDMX
- Home Office (Desde casa)
- Mercadotecnia
- Inglés
- Negocios
Postulación rápida
Sports VOD Operations Analyst (weekend support)
Warner Bros. Discovery —Ciudad de México, CDMX
- Incluye fines de semana
- Microsoft Excel
- Inglés
- Control de calidad
Automation Engineer QA
DNA —Del Valle Centro, CDMX
- $30,000 a $35,000 por mes
- Tiempo completo
- Trabajo híbrido
- Inglés
Postulación rápida
Gaming QA Engineer (FQA) - CDMX
TransPerfect —Ciudad de México, CDMX
- Tiempo completo
- Inglés
- Microsoft Office
- Bachillerato
Postulación rápida
2d
Senior Business Analyst - Claims Insurance, Spanish Speaker (Fully Remote)
CoverGo —Ciudad de México, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Administración de personal
- Inglés
- Licenciatura
Postulación rápida
QA Automation Tester / Guideware 2811
Xideral —Ciudad de México, CDMX
- Home Office (Desde casa)
- Azure
- DevOps
- Inglés
- Seguro de vida
Postulación rápida
Analyst, Program Content Operations
Warner Bros. Discovery —Ciudad de México, CDMX
- Tiempo completo
- Maestría
- Licenciatura
- Control de calidad
8d
Junior Marketing & Campaign Coordinator
Community Sports Partners —Ciudad de México, CDMX
- Home Office (Desde casa)
- Mercadotecnia
- Inglés
- Negocios
Postulación rápida

Quiero recibir la alerta de empleo más reciente para qa analyst en ciudad de méxico, dif

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Quality Assurance (QA) Analyst

Nysonian
Ciudad de México, CDMX

Postulación rápida

Información del empleo

Tiempo completo

Cualificaciones

Plurilingüe
Servicio al cliente
Inglés
Garantía de calidad
Licenciatura
Capacitación
Atención al cliente
Negocios
Liderazgo

Descripción completa del empleo

Location: (Mexico City) In office
Department: Sales
Reports To: Sales Director
Job Type: Full-Time

ROLE OVERVIEW

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.

KEY RESPONSIBILITIES

1. QA Program Ownership

Design and continuously refine the QA framework — scorecards, evaluation criteria, and channel-

specific standards

Conduct and oversee regular quality audits across all support interactions
Ensure service standards around tone, accuracy, empathy, and compliance are consistent across

every channel

2. Agent Performance Monitoring

Oversee QA evaluation of calls, chats, and email interactions
Monitor agent adherence to:
Brand tone and communication standards
Customer handling and escalation procedures
Documentation accuracy and compliance requirements
Maintain fair and consistent scoring across evaluators

3. Coaching & Continuous Improvement

Identify performance gaps and work with team leads to close them
Deliver structured, actionable feedback based on QA findings
Support individual agent development plans to drive measurable service improvement

4. Reporting & Insights

Build and present quality performance reports to CS and executive leadership
Track and interpret key metrics: QA scores, CSAT trends, FCR, compliance adherence
Surface recurring issues and translate data into clear improvement recommendations

5. Cross-Functional Impact

Analyze quality data to identify systemic service issues — not just individual agent problems
Collaborate with CX leadership, product, and operations to improve customer workflows, knowledge

base content, and training programs

Be the QA voice in cross-team conversations about the customer experience

6. Team Leadership

Manage and develop QA executives responsible for evaluating customer interactions
Run calibration sessions to keep evaluation standards consistent across the team
Set QA productivity and accuracy benchmarks; recruit and onboard new team members

KEY METRICS (KPIS)

KPI What We're Measuring
Average QA Score Interaction quality across all channels
CSAT Customer satisfaction trends
First Contact Resolution (FCR) % issues resolved on first interaction
Coaching Effectiveness Agent improvement post-feedback
Service Consistency Score variance across agents and channels
Compliance Adherence Policy and protocol conformance rate

QUALIFICATIONS

Education

Bachelor's degree in Business Administration, Communications, Customer Experience, or a related

field

Experience

5–8+ years in customer service operations or quality assurance
2–4+ years managing QA or service quality programs
Background in contact center or customer support environments
Hands-on experience evaluating calls, chats, and written customer interactions

SKILLS & COMPETENCIES

Service Quality

• Customer service QA frameworks and contact center best practices• Interaction evaluation, scoring calibration, and rubric design
Analytical Thinking

Ability to interpret quality metrics and identify meaningful trends
Root cause analysis of service failures — not just symptom-spotting

Leadership

Team management, mentoring, and performance coaching
Experience building and running evaluation calibration programs

Communication

Strong written and verbal communication skills in Spanish and English
Comfortable delivering constructive feedback at the individual and team level

TOOLS & SYSTEMS

Experience with some or all of the following is a plus:

CRM
Call monitoring: Aircall
QA scorecard software
Reporting and analytics tools

Postulación rápida

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QA Analyst Salesforce

AML Investigations and Operations Senior Manager

Business Analyst

Email & SMS Marketing Specialist

Junior Lifecycle Marketing Coordinator

Sports VOD Operations Analyst (weekend support)

Automation Engineer QA

Gaming QA Engineer (FQA) - CDMX

Senior Business Analyst - Claims Insurance, Spanish Speaker (Fully Remote)

QA Automation Tester / Guideware 2811

Analyst, Program Content Operations

Junior Marketing & Campaign Coordinator

Quiero recibir la alerta de empleo más reciente para qa analyst en ciudad de méxico, dif

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