Quality Coordinator

TL;DR

Quality Coordinator (Operational QA): Evaluating platform results and coaching evaluator performance with an accent on process auditing and statistical data analysis. Focus on identifying operational gaps, ensuring client expectations are met, and driving continuous quality improvements.

Location: Coyoacan

Company

hirify.global is a global provider of data-driven software solutions for various industries.

What you will do

• Audit calls and operational processes to identify gaps and ensure client expectations are met.
• Coach supervisors one-on-one, providing feedback on strengths and scoring methods.
• Conduct calibrations with evaluators to ensure consistency across the platform.
• Analyze statistical data to identify trends, variances, and opportunities for quality improvement.
• Collaborate with other analysts to propose and implement process enhancements.
• Manage client requests through the Client Experience Team’s mailbox.

Requirements

• Proven ability to coach and motivate others by providing clear, actionable feedback.
• Strong analytical skills for interpreting statistical data and making informed decisions.
• Proficiency in using call monitoring systems and the Microsoft Office suite.
• Ability to manage conflict effectively and find common ground to gain cooperation.
• Clear and concise written communication skills for creating reports and documentation.
• Ability to quickly grasp new concepts, technologies, and standards to adapt to changing methods.