QA Auditor

hace 22 horas

Valle del Campestre, México 2cantalks A tiempo completo

About the role

We’re hiring a proactive **QA Auditor** to listen to calls, score them against our QA rubric, coach agents with actionable feedback, and drive continuous improvement across multiple client campaigns.

What you’ll do
- **Deliver feedback**: write clear, constructive notes and host 1:1 coaching sessions.
- **Publish reports**: weekly scorecards and a monthly QA report with trends, insights, and action items.
- **Calibrate**: run/attend weekly QA calibrations to keep scoring consistent.
- **Improve the process**: flag gaps in scripts, SOPs, and workflows; propose fixes and track outcomes.
- **Compliance & accuracy**: ensure scripts/disclosures are followed (e.g., TCPA/time-zone rules).
- **Partner with Ops**: work with TLs/CMs to raise CSAT/FCR, reduce AHT without hurting quality.

What success looks like (first 90 days)
- 100+ call audits/week with **on-time** reporting.
- Coaching plans delivered for low performers; measurable lift in QA scores.
- A simple **QA dashboard** and monthly narrative report in place.
- Documented improvements to scripts/process based on your findings.

Must-haves
- 1-2+ years in **call center QA** or Team Lead role (sales or customer service).
- **Bilingual English/Spanish**: clear writing and coaching in both.
- Strong analytical chops in **Google Sheets/Excel** (filters, pivot tables, charts).
- Experience giving **specific, behavior-based feedback** (SBI model or similar).
- Detail orientation, confidentiality, and follow-through.

Nice-to-haves
- Familiarity with QA tools/dialers/CRMs (e.g., Aircall, RingCentral, CXone, HubSpot, Zendesk).
- Built QA forms/scorecards or ran calibration sessions.
- Knowledge of compliance basics (TCPA/DNC/time-zone calling windows).

Schedule
- Monday-Friday
- 8am to 5pm

Pay: $13,000.00 - $14,000.00 per month

Work Location: Hybrid remote in Valle del Campestre, 20110 Aguascalientes, Ags.

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