Location: Querétaro | Full-Time | Hybrid (On site + home office)

Are you passionate about enhancing customer experience and developing talent? Join our team as a Quality Analyst and play a key role in ensuring top-tier service for our Preferred Customers and Distributors. We offer benefits above the law and a dynamic, collaborative work environment where your contributions truly matter.

What You'll Do

• Empower agents through coaching and skill development to meet service standards.
• Conduct call monitoring to identify improvement opportunities.
• Execute customer satisfaction surveys and manage the insights gathered.
• Investigate escalated cases and identify critical service issues.
• Support various projects and initiatives aimed at improving the customer experience.

Key Responsibilities

• Monitor agent calls and service quality
• Conduct coaching sessions to develop agent skills
• Perform satisfaction survey calls and analyze results
• Investigate escalations and identify critical actions
• Participate in service improvement projects and initiatives

What We're Looking For

Experience:

• 2+ years in Distributor or Customer Service roles

Skills:

• Intermediate to advanced English (B1–B2)
• Proficiency in systems such as GENESYS, HCM, HDMS, GOC, and MS Office
• Strong writing and communication skills
• Ability to manage sensitive and confidential information
• Analytical thinking and attention to detail
• Knowledge of sales plans and market dynamics
• Intermediate Excel skills
• Team leadership experience (preferred)

Education:

• Bachelor's degree

What We Offer

• Above-the-law benefits
• Career development opportunities
• A collaborative and inclusive work culture
• Involvement in high-impact customer experience projects