QA Auditor

About the roleWe’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 5pmPay: $13,000.00 - $14,000.00 per monthWork Location: Hybrid remote in Valle del Campestre, 20110 Aguascalientes, Ags.