Bilingual Sr. Quality Evaluator Call Center Tlalnepantla

Your tasks

Main Responsibilities Evaluate calls, chats, emails, and other agent interactions according to established quality standards. Identify deviations in processes, service, compliance, and customer experience. Document findings and generate quality reports. Provide clear and objective feedback on improvement opportunities. Participate in calibration sessions with Operations, Training, and leadership. Analyze trends, recurring errors, and root causes. Propose corrective and preventive actions to improve operational quality. Follow up on improvement plans and results following evaluations. Ensure compliance with policies, procedures, and standards related to Healthcare campaigns. Support the updating of criteria, scorecards, and evaluation guidelines.

Requirements

We are looking for a Sr. Quality Evaluator Call Center with verifiable experience in quality areas within BPO operations, preferably in Healthcare sector campaigns.

Indispensable Requirements Previous experience as a Quality Evaluator, Quality Analyst, QA Specialist, or similar position in a Call Center. Experience working in BPO companies — indispensable. Experience in Healthcare campaigns or projects — indispensable. Conversational and written English level B2 to C1. Experience in monitoring and evaluating interactions. Knowledge of Call Center quality metrics and processes. Experience in calibration sessions and feedback. Analytical capacity, attention to detail, and results orientation. Handling of reports and quality tracking tools.

What we offer

Competitive salary. Monthly grocery vouchers. Productivity bonus. Biweekly payment / at the end of the fortnight / in the bank of your preference. Life insurance. Minor medical expenses insurance. Statutory benefits (IMSS from day one). Growth opportunities. Paid training from the date of hire. Medical care: Provided by the company's nursing staff. Commercial alliances: Discounts at establishments communicated by the company. Virtual university for your continuous development. Free Financial, legal, and psychological assistance program. -Requirements- Minimum education: Primary education Less than 1 year of experience Knowledge: Call center management Keywords: senior, sr, calidad, quality, qa, callcenter, teleoperador, telefonista, telephonist, telefonico

Other

Schedule Monday to Friday. Fixed rest on Saturday and Sunday.