Quality Assurance & Automation Manager

What are we looking for?

• University degree or Vocational Training, preferably related to Business, Quality, Technology, Analytics, or similar.
• At least 5 years of experience in Quality Assurance positions within Contact Center, Customer Care, or BPO environments.
• Experience coordinating QA teams or processes, preferably in high-volume operations.
• Knowledge of quality control and assurance methodologies and processes in Contact Centers.
• Experience or knowledge in the automation of quality processes and interaction analytics, especially: Speech Analytics. Conversational Analytics. Text Analytics. Auto Scoring. Quality Monitoring Automation. AI applied to QA processes.
• Good knowledge of Contact Center KPIs, such as CSAT, NPS, FCR, productivity, TMO/AHT, conversion, sales, and compliance.
• Ability to analyze data, detect deviations, and propose improvement actions.
• Proficiency in reporting and data analysis tools.

• Experience in Lean, Six Sigma, Continuous Improvement, or change management will be valued.

We are looking for a person who is very close to the operation, resourceful, and capable of diving into the details, who knows the real functioning of a Contact Center service and is able to detect problems and convert them into concrete actions. It will be especially valuable if they have participated in the implementation of Speech Analytics, Auto Scoring, or QA automation tools, although it is not necessary for them to be a pure technology profile. We are interested in a person who combines practical experience in quality, analytical capacity, and an orientation toward continuous improvement, and who can work transversally with Operations, Training, WFM, and other areas to improve service results.

• Permanent contract in a stable project and with a consolidated position within the company.
• Joining a growing environment in a process of technological transformation.
• Participation in automation, analytics, and Artificial Intelligence projects applied to quality.
• Full-time and hybrid work model.
• Schedule from Monday to Thursday from 9:00 to 18:30 and Friday from 9:00 to 15:00
• Competitive remuneration, based on the experience and knowledge provided.
• Access to an exclusive portal of benefits and discounts for employees.
• Flexible Remuneration.
• Excellent work environment.

Currently, we need to incorporate a Quality Assurance & Automation Manager to participate in the evolution and improvement of the quality model of our BPO, Contact Center, and Customer Experience services.

We are looking for a person with experience in Quality Assurance within Contact Center/BPO environments, with the ability to coordinate quality teams and processes, analyze results, and actively participate in the implementation of automation, analytics, and Artificial Intelligence tools applied to quality. The position will have a marked operational and hands-on character, combining the day-to-day management of QA with the identification and implementation of improvements that allow the quality model to be more efficient, automated, and data-driven.

What will your duties be?

• Coordinate and supervise Quality Assurance activity, ensuring the correct functioning of the processes and quality standards of the different services.
• Participate in the definition and updating of quality models, evaluation criteria, calibrations, and audit procedures.
• Analyze quality results and key operational indicators, identifying deviations, trends, and opportunities for improvement.
• Coordinate and follow up with QA teams, providing support in work organization, methodology, and incident resolution.
• Drive the automation of quality processes, participating in the implementation and improvement of Speech Analytics, Conversational Analytics, Auto Scoring, Text Analytics, or AI solutions applied to QA.
• Work with the data obtained from quality tools to identify patterns, recurring errors, and opportunities for improvement.
• Prepare reports and dashboards that allow for quality monitoring and facilitate decision-making.
• Propose and follow up on action plans derived from quality results, coordinating with Operations, Training, WFM, and Continuous Improvement.
• Participate in continuous improvement projects and the transformation of the QA model, seeking to reduce manual tasks and increase monitoring coverage.
• Provide support in the relationship with clients and internal areas regarding everything related to quality, indicators, and improvement plans.
• Monitor indicators such as CSAT, NPS, FCR, quality, productivity, TMO/AHT, conversion, sales, and compliance, according to the needs of each service.