QA Supervisor- Contact Center

3 hours, 39 minutes ago
Full-time
Junior
Quality Assurance and Testing

Banco Plata, S.A., Institución de Banca Múltiple.

A banking and financial services company focused on digital consumer banking, including credit cards, accounts, investments, savings, and business accounts. Its site describes it as a technology-driven financial institution designed to make banking simple, transparent, and accessible in Mexico.

Banking / financial services
1001-5000
Founded 2023
$2000M raised

Description

  • Lead, motivate, and develop a team of analysts while maintaining quality standards and high performance.
  • Implement coaching and mentoring strategies to support professional growth, retention, and continuous improvement.
  • Identify quality improvement opportunities using trends, feedback, and key metrics.
  • Design and implement action plans to improve accuracy, consistency, and productivity.
  • Ensure the team follows current processes, quality matrices, and regulations.
  • Support internal and external audits and maintain accurate, up-to-date records.
  • Communicate findings, trends, and recommendations to the QA Coordinator and other key teams.
  • Analyze performance metrics and KPIs to detect patterns and support process optimization.

Requirements

  • Minimum 2 years of QA experience in high-volume environments, preferably in contact centers or the financial sector.
  • Experience leading, developing, and motivating teams while managing workloads and priorities in dynamic environments.
  • Strong attention to detail to identify errors, improvement areas, and process risks.
  • Analytical, data-driven mindset with the ability to turn metrics into strategic actions.
  • Experience with productivity and collaboration tools such as Google Workspace.
  • Experience with CRM or data management platforms such as Salesforce, Tableau, or similar tools.
  • Preferred knowledge of quality management systems such as ISO 9001.
  • Preferred experience with collaborative tools such as Confluence.

Benefits

  • Competitive monthly base salary.
  • 12 vacation days.
  • 15 days of Christmas bonus (aguinaldo).
  • 25% vacation premium.
  • Statutory benefits, including IMSS and Infonavit.
  • Major medical insurance.
  • Life insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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