Quality and Assurance Analyst

Quality and Assurance Analyst (QA) – Call Center

Location: Zona Rio, Tijuana (On-site)

Employment Type: Full-time

About the Role

We are seeking a Quality Analyst (QA) to support our call center operations by analyzing performance data, generating reports, and driving continuous improvement. This role is ideal for a detail-oriented and analytical professional with experience in a BPO or contact center environment.

Key Responsibilities

• Monitor and evaluate customer interactions using QA scorecards.
• Provide feedback coaching and identify performance improvement opportunities.
• Ensure compliance with client, company, and quality standards.
• Analyze quality trends and prepare performance reports.
• Participate in calibration sessions to maintain scoring consistency.
• Collaborate with Operations and Training teams to improve customer experience and agent performance.

Required Qualifications

• High School Diploma required.
• Associate or bachelor’s degree preferred.

Language

• Advanced English proficiency (B2+ or higher).
• Fluent Spanish and English communication skills.

Experience

• Minimum 6 months of Quality Assurance experience in a call center environment.
• Experience evaluating customer interactions and providing feedback.
• Experience using quality monitoring systems and scorecards.
• Customer service, Team Lead, or training experience is a plus.

Technical Skills

• Intermediate to advanced Microsoft Excel.
• Experience with CRM systems and call center platforms.
• Ability to analyze performance data and identify trends.
• Strong reporting and documentation skills.

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law