Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!Position Purpose:The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.Must have:• Quality Experience or took calls with healthcare background for at least 2 years.Job Requirements:• QAs may be expected to take calls as needed• No Attendance issues/Corrective Actions/ Must meet QA score for the last 6 months and NPS/CSAT scores if applicable.• Monitor/audit each assigned associate in accordance with Everise and client requirements• Work with supervisors and management to ensure that all associates are meeting quality standards• Provide training as needed to both new hires and experienced associates• Attend and contribute to both internal and client calibration sessions• Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s)• Any other duties and responsibilities assigned by management of the companyQualifications:• Quality Experience or took calls with healthcare background for at least 2 years.• At least 1 year customer service and/or sales experience, preferably in a call center environment• High school diploma or equivalent required. Some college preferred• Proficiency in Microsoft Office applications, especially MS Word and Excel• Excellent oral and written communication skills• Detailed-oriented• Analytical skills• Exceptional motivational and interpersonal skills• Able to work independently• Adaptable Schedule• Dependability regarding completion of assignments and attendanceAdditional Requirements:1. Attention to DetailAbility to identify subtle errors, compliance gaps, or soft skill misses in call recordings and documentation.Ability to identify subtle errors, compliance gaps, or soft skill misses in call recordings and documentation.Capable of evaluating patterns and trends in performance data to uncover root causes and improvement opportunities.3. Written CommunicationClear and concise in writing evaluations, feedback, and reporting—essential for agent coaching and stakeholder updates.4. Verbal Communication & Coaching SupportAble to articulate constructive feedback effectively in calibration or coaching sessions with agents and supervisors.5. Process Knowledge & Compliance AwarenessDeep understanding of call flows, systems, and policies (e.g., HIPAA, scripts, procedures) to ensure audits are fair and accurate.6. Time Management & ProductivityManages audit volume efficiently while maintaining high accuracy and meeting deadlines.7. Critical ThinkingGoes beyond checklist scoring; applies sound judgment to evaluate call quality in context.8. CollaborationPartners with Operations, Training, and Supervisors to improve agent performance and overall quality outcomes.9. Tool ProficiencyFamiliar with QA platforms (e.g., NICE, Qfiniti, Verint), call recording systems, and Excel/Google Sheets for reporting.10. AdaptabilityCan shift priorities quickly in fast-paced environments and take on tasks like live call support when needed.If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
📌 Specialist Quality Assurance
🏢 Everise
📍 México