11 publicaciones de empleo destacadas de software quality assurance analyst en mexico (¡Están contratando!)

Quality Assurance (QA) Analyst
Nysonian —Ciudad de México, CDMX
- Tiempo completo
- Servicio al cliente
- Inglés
- Licenciatura
Postulación rápida
QA Engineer
HW.Tech —Guadalajara, Jal.
- Home Office (Desde casa)
- Inglés
- Experiencia en bases de datos
- SQL
Postulación rápida
Principal Product Owner
3Pillar —Desde casa
- Tiempo completo
- Home Office (Desde casa)
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Vacaciones adicionales o permisos con goce de sueldo
- Permiso de maternidad y paternidad
2d
ESL Trainer Evaluator
goFLUENT —Ciudad de México, CDMX
- Administración de personal
- Inglés
- Maestría
Senior System Administrator
Arcadion —Ciudad de México, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Azure
- Administración de personal
- Inglés
Postulación rápida
Software Developer
PROTRANS INTERNATIONAL LLC —Monterrey, N. L.
- Tiempo completo
- Azure
- Informática
- Servicio al cliente
Postulación rápida
Mobile Security Engineer
PayJoy —Ciudad de México, CDMX
- Tiempo completo
- Informática
- Licenciatura
- Sin título de educación superior
- Seguro dental
- Seguro de la vista
Guidewire Lead
Zurich Insurance —Ciudad de México, CDMX
- Bilingüe
- Inglés
- Java
Guidewire Developer
Zurich Insurance —Ciudad de México, CDMX
- Bilingüe
- Inglés
- Java
FBS Analytics Engineer
Capgemini —México
- Tiempo completo
- Home Office (Desde casa)
- Informática
- Inglés
- SQL
- Vacaciones adicionales o permisos con goce de sueldo
Postulación rápida
Business Analyst
GDL Connect S de RL de CV —Desde casa
- $25,000 a $38,000 por mes
- Tiempo completo
- Home Office (Desde casa)
- Azure
- Administración de personal
- PMP
Postulación rápida
1d

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Mastercard —Ciudad de México, CDMX
Provide coaching and quality calibration support to junior analysts. 4+ years’ experience in compliance, financial crime, risk, quality assurance, or audit…
Quality Assurance (QA) Analyst
Nysonian —Ciudad de México, CDMX
5–8+ years in customer service operations or quality assurance. Average QA Score Interaction quality across all channels. Base content, and training programs.
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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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