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
* listen & score calls using our qa forms; audit chat/email interactions as needed.
* 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
job type: full-time
pay: $13, $14,000.00 per month
work location: hybrid remote in valle del campestre, 20110 aguascalientes, ags.