Quality Control Specialist I (Fintech)

TL;DR

Quality Control Specialist I (Fintech): Monitoring and scoring customer service and collections calls to assess call center quality with an accent on compliance and customer service levels. Focus on providing feedback to CSRs, creating performance reports, and participating in client calibration sessions.

Location: Cuajimalpa, Mexico

Company

hirify.global is a leading provider of payment technology services.

What you will do

• Monitor and score inbound customer service calls based on client-defined criteria.
• Provide basic feedback and coaching to Customer Service Representatives to improve service quality.
• Create weekly reports outlining evaluated calls and coaching activities for management.
• Participate in client calibration meetings as an observer to learn scoring standards.
• Assist senior specialists in preparing transcripts and presentation slides for business reviews.
• Act as backup for the customer service team to resolve account inquiries when needed.

Requirements

• High School Diploma or equivalent.
• Ability to follow established procedures under close supervision.
• Basic proficiency in computer applications.
• Must be based in Cuajimalpa, Mexico

Nice to have

• 1-2 years of related work experience.
• Knowledge of the Chile Line of Business (LOB).