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
