At Alorica, we only do one thing – make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands – the ones you love and use every day!

Our team spans hundreds of locations around the globe, with over a hundred thousand awesome employees…and you could be the next one!

Summary

Performs professional supervisory work coordinating the actions of a team dedicated to quality review and oversight. Work is performed under broad supervision.?

Key responsibilities?

• ?Manages team of quality assurance programs and staff.
• Ensures client's quality expectations of team is achieved.
• Works directly with operations management to identify and report quality needs.
• Coordinates with training group to ensure compliance with all training issues and forward quality results to improve overall performance.
• Provides regular quality performance results to managers, center operations team, and corporate. Ensures appropriate staffing and ratios are maintained.

Experience, Knowledge, Skills & Abilities

• Ability to provide feedback and demonstrate a variety of coaching methods. Ability to effectively organize work and priorities against deadlines.
• Significant knowledge working with Microsoft Office, knowledge of Excel intermediate to advanced.
• Advanced English level (B2 in CEFR) and excellent communication skills.
• Minimum 1-year of supervisory experience, preferable in a Quality Assurance setting (BPO).
• Minimum 1-year of experience in a call center environment is mandatory.
• On-site position in Tecnoparque CDMX.