Bilingual Quality Analyst- Call Center

Teletech
Mexico
Workplace: HybridFull timeMXN 17,400+ monthlyFunction: Quality & Regulatory (Non-Software)Experience: 2+ yearsEducation: high_schoolSkills: ["Critical thinking","Objective decision-making","Communication","Coaching","Continuous improvement"]

Apply objective quality assurance to audit customer interactions across multiple business lines and ensure work meets internal and external expectations. Conduct daily quality evaluations, track performance by team and individual using quality monitoring tools, and coach agents with actionable feedback. Lead continuous improvement initiatives, coordinate calibration sessions to align scoring, report quality trends, and represent Quality in internal and client meetings. Maintain current knowledge of products, processes, and KPIs.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Teletech
Teletech
2 weeks ago

Bilingual Quality Analyst- Call Center

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Apply objective quality assurance to audit customer interactions across multiple business lines and ensure work meets internal and external expectations. Conduct daily quality evaluations, track performance by team and individual using quality monitoring tools, and coach agents with actionable feedback. Lead continuous improvement initiatives, coordinate calibration sessions to align scoring, report quality trends, and represent Quality in internal and client meetings. Maintain current knowledge of products, processes, and KPIs.
Location: Mexico
Workplace: Hybrid
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Perform daily quality audits on all lines of business and meet or exceed assigned productivity targets.
  • •Use quality monitoring data tools to compile and track performance at team and individual levels, escalating critical issues to senior management.
  • •Provide actionable coaching to agents and partner with supervisors on coaching plans based on performance trends.
  • •Collaborate on continuous improvement by identifying best practices, knowledge gaps, and opportunities to enhance processes, training, and tools.
  • •Coordinate calibration sessions, produce quality trend reports by agent/team/issue type, and represent Quality in internal and client meetings.

Pay and Benefits

Salary: MXN 17,400 monthly
Perks:Paid LeaveLife InsuranceHealth InsuranceTraining

Key Requirements

  • •High school diploma required; associate degree preferred.
  • •Fluent in English and Spanish.
  • •Minimum 2 years of customer service or contact center experience.
  • •Minimum of 1 year of contact center supervisory experience and/or experience in Quality assurance.
  • •Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook) and strong verbal, written, and interpersonal communication.
Experience:2+ yearsContact center
Education:High School
Skills:Critical thinkingObjective decision-makingCommunicationCoachingContinuous improvement
Languages:EnglishSpanish
Tech Stack:MS OfficeWordExcelPowerPointOutlook

Company Brief

Teletech
Provides customer experience (CX) technology and services, including contact center operations, digital consulting, and cloud-based CX platforms to help enterprises improve customer engagement and operational efficiency.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Englewood, United States
Founded: 1982
WebsiteLinkedIn