Customer Quality Assurance Specialist

hace 5 meses


Tlahuac, México Zendesk A tiempo completo

Job Description

We are looking for a Quality Assurance Specialist to support our global Customer Experience (CX) teams. The QA Specialists are responsible for ensuring all established processes and procedures are being followed to support the overall customer experience. This individual must have a keen eye for detail and have the ability to provide insight analysis through the use of the Zendesk Quality Assurance tool.

**Responsibilities**
- Complete evaluations of customer, product, and agent-specific tickets in the Customer Experience (CX) organization
- Identify behavior opportunities through coaching within the QA tool
- Participation of calibration sessions with business leaders
- Ensure consistency in scoring and adoption of the QA tool
- Ensure alignment between QA metrics and organizational priorities
- Demonstrate strong focus on customer experience
- Maintain and manage personal evaluation workload
- Maintain and update regional reports related to global quality data
- Identify and contribute to documentation opportunities to help align processes within the business
- Identify opportunities for improvement within business processes
- Coordinate with other QA Specialists to continuously improve and evolve the Zendesk QA tool and scorecards, including the development of new QA programs
- Ability to keep up-to-date with product changes and new features

**Requirements**:

- Outstanding interpersonal communication skills and cross-functional relationship building skills
- Ability to work effectively and interact with team members and stakeholders from all levels & regions
- Empathy, compassion and a desire to ensure that our customers receive the proper Zendesk treatment and willingness to take steps to continuously improve it
- Strong attention to detail with the ability to balance competing priorities, prioritize tasks effectively
- Creative, motivated, and capable of working on your own as well as part of a globally distributed team
- The ability to drive and own conversations in support of the overall CX goals

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

**The intelligent heart of customer experience**
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.



  • Tlahuac, México OpenTable A tiempo completo

    With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...


  • Tlahuac, México DiDi Global A tiempo completo

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...


  • Tlahuac, México Marken A tiempo completo

    **Title**: Quality Assurance Associate **Job Purpose**: The Quality Assurance Associate I (QAA I) is responsible for the oversight and implementation of the Marken Quality Management System (QMS), Marken Standard Operating Procedures (SOPs), processes and policies. The QAA I also needs to ensure compliance with applicable regional and local regulations and...


  • Tlahuac, México Genesis Managment LLC A tiempo completo

    **¡We are in search of a Customer Service Specialist to join our vibrant team!** You will be the heartbeat of our customer service efforts, ensuring every interaction is handled with care, empathy, and a commitment to excellence. Every interaction with our customers is an opportunity to forge lasting connections, serve our community with professionalism,...


  • Tlahuac, México Marken A tiempo completo

    **Title**: **Quality Assurance Associate II** **Job Purpose**: The Quality Assurance Associate II (QAA II) is responsible for the oversight and implementation of the Marken Quality Management System (QMS), Marken Standard Operating Procedures (SOPs), processes and policies required to manage and control Marken’s Storage, Distribution and Transportation,...


  • Tlahuac, México OpenTable A tiempo completo

    With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...

  • Quality Assurance

    hace 6 meses


    Tlahuac, México Marsh A tiempo completo

    Marsh McLennan is the world’s leading professional services firm in risk, strategy, and people through the business units: Marsh, Mercer, Guy Carpenter and Oliver Wyman. We’re creating a culture where you can bring your authentic self to work. When you join us, you bring your inclusive energy and enthusiasm to a team that values you personally and...


  • Tlahuac, México Icon plc A tiempo completo

    At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery,...


  • Tlahuac, México ICON A tiempo completo

    **Title: Senior Auditor (Technology & CSV)**: **At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.** **Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as...


  • Tlahuac, México Organon A tiempo completo

    **Description of The Position** The Senior Specialist, Quality Assurance Auditor, ensures quality and compliance with local and international regulatory requirements by conducting internal and external audits. This role provides guidance to internal stakeholders, assisting in the establishment of the company's compliance strategy and the resolution and...

  • Quality Analyst

    hace 5 meses


    Tlahuac, México Bunge A tiempo completo

    This role plans and executes necessary activities to ensure an optimal operation of all Tolling facilities assigned to Bunge in Mexico including technical, quality assurance, Food Safety, operational execution. Core Functions: - Manage and keep updated documents required by customers and regulatory requirements for the correct operation of tolling...


  • Tlahuac, México Lyft A tiempo completo

    At Lyft, our mission is to improve people's lives with the world's best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization. Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to nearly 200 team members across key...


  • Tlahuac, México AGS LLC A tiempo completo

    **Job Overview** The goal of the QA Analyst is to focus on the overall quality of the products before release. A skilled analyst will spend a significant amount of time on risk evaluation and requirements tracking, then use that information for preparing test plans. A minority of time will be spent on test execution. Career growth can be directed towards QA...


  • Tlahuac, México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    2+ years of quality assurance engineering experience - Experience in automation testing - Experience in manual testing - Experience in UI and API automation testing (Selenium/SOAPUI) - English level C1 or equivalent We are looking for Quality Assurance Engineers who able to innovate, design and execute high quality test strategies and test plans to raise...


  • Tlahuac, México Certu Systems A tiempo completo

    **Company Description** Join an exciting new start-up company focused on using the most reliable AI Engine to revolutionize logistics operations. Actionable insights and real-time predictions for reliability, efficiency, transparency, and cost savings. This is why a cool pack of innovators and problem-solvers got together to fix the ongoing supply chain...


  • Tlahuac, México GP Strategies Corporation A tiempo completo

    GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning _services,_ and talent technology solutions to over 6,000...


  • Tlahuac, México Rocket.la A tiempo completo

    **Oportunidad Laboral: Customer Marketing Specialist** Estamos en búsqueda de un profesional apasionado por el marketing digital y los servicios financieros para unirse a nuestro equipo como Customer Marketing Specialist **Responsabilidades Clave**: - Colaborar con otras áreas para crear, revisar y adaptar contenidos existentes, asegurando coherencia de...


  • Tlahuac, México AGS LLC A tiempo completo

    **Job Overview** The goal of the QA Tester is to test products before release. A tester will spend a significant amount of time executing existing test suites and cases. A minority of time will be spent on maintaining those test suites. Career growth can be directed towards QA Analyst, or SDET career tracks. **Responsibilities** - Maintain familiarity with...

  • Quality Assurance

    hace 6 meses


    Tlahuac, México Amex A tiempo completo

    **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create...


  • Tlahuac, México Marken A tiempo completo

    **Title**: Quality Assurance Associate **Job Purpose**: To mainly provide support to the CAPA System, Trainings and Vendor qualification process and records review. **Main Duties and Responsibilities**: Maintain the culture of the importance of an integrated quality system within the company Trainer of topics related to Quality for vendors and MKN...