Quality Assurance Agent Mexico (Guadalajara)

Overview

Are you ready for your DREAM VACATION ? Join our company family to make that dream come true!

At the Employer of Choice, a complimentary week at one of our managed resorts for you and your family is THE STANDARD !

Our employees know that our company is a great place to work because we care about our team, work hard for our success, and value diversity and culture. We strive to be better than our competitors and distinguish ourselves through our performance. Whether you’re delivering the ultimate guest experience at one of our spectacular resorts or building your career within one of our many corporate departments, a career with ResortCom is like no other!

We are currently looking for a Quality Assurance Agent in our Guadalajara call center.

Responsibilities

• Listen to and evaluate inbound/outbound calls to ensure compliance with company policies, procedures, and quality standards.
• Score calls based on predetermined metrics and the quality assurance evaluation form.
• Maintain up-to-date call evaluation reports and provide detailed feedback on agent performance.
• Track and report trends or recurring issues in customer service interactions.
• Provide constructive feedback to agents on their call handling, communication, and overall performance.
• Conduct one-on-one coaching sessions to improve agent skills and service quality.
• Pull and review calls for clients and management on a daily and weekly basis.
• Participate in or lead calibration sessions with management, supervisors, and other QA agents to ensure scoring and feedback consistency.
• Prioritize and handle conflicting tasks efficiently, ensuring timely completion of projects while maintaining a proactive, solution-oriented approach.
• Complete special assignments and projects by setting clear objectives, determining priorities, managing time, coordinating with team members, and adapting as necessary.
• Collaborate with the Training & Development team to identify performance gaps and assist in the creation of training materials.
• Work closely with supervisors, managers, and other departments to address performance issues and maintain service quality.
• Foster an environment of constructive feedback and continuous improvement, encouraging agents to enhance their skills and contribute to team success.
• Perform all other duties and projects as assigned by management.

Other Duties

This job description does not state or imply that the duties listed are the only responsibilities of the employee in this position. It is not intended to outline every step or procedure in detail. The employee is expected to perform other related duties necessary for the effective operation of the department.

Required Education and Experience

• Bilingual proficiency in English and Spanish (required)
• High school diploma, GED, or equivalent certification
• Strong organizational skills with the ability to multitask and prioritize effectively
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Excellent written and verbal communication skills
• Ability to work independently, manage time efficiently, and perform well under pressure
• Demonstrated sound judgment and discretion when handling sensitive or confidential information
• Minimum typing speed of 30 words per minute

Preferred Education and Experience

• Prior experience in Quality Assurance is highly preferred
• Experience with performance metrics, data analysis, and generating detailed QA reports is preferred