Quality Coordinator

Description

Job Summary: We are seeking a Quality Coordinator to lead the monitoring and quality assurance of customer service, identify improvements, and provide continuous feedback to ensure an excellent customer experience. Key Highlights: 1. Lead quality assurance in customer service. 2. Identify improvement opportunities and provide coaching. 3. Drive optimization of customer service processes. We are looking for a **Quality Coordinator** to lead monitoring and quality assurance of customer service processes across voice and digital channels. The role will be responsible for supervising adherence to quality standards, identifying improvement opportunities, and providing continuous team feedback to ensure an outstanding customer experience. Responsibilities * Monitor calls and WhatsApp conversations, verifying compliance with quality standards. * Evaluate adherence to established speech scripts and service protocols defined by operations. * Track Artificial Intelligence (AI) pilot programs, monitor their performance, and propose improvements. * Detect and report alerts related to improper sales practices or process non-compliance. * Prepare quality reports and metrics to support decision-making. * Deliver feedback and coaching sessions to team members, promoting continuous improvement. * Identify opportunities to optimize customer service processes and propose action plans. * Coordinate with operational teams to implement corrective and preventive actions derived from monitoring activities. Requirements * Bachelor’s degree or higher in Business Administration, Industrial Engineering, Communications, Marketing, or related fields. * Minimum 3 years of experience in Quality, QA, or Process Auditing roles within contact centers or digital channels. * Experience monitoring calls, chats, or WhatsApp conversations. * Knowledge of quality methodologies, feedback techniques, and coaching. * Preferred experience in automation projects or Artificial Intelligence applied to customer service processes. * Intermediate to advanced Excel proficiency. * Preferred familiarity with data analysis tools and metric development. Competencies * Quality orientation and continuous improvement mindset. * Analytical thinking. * Effective communication. * Leadership and influence. * Ability to deliver feedback and coaching. * Organization and planning. * Results orientation. Benefits * Formal employment registration from day one. * All statutory benefits. * Professional development opportunities. * Excellent work environment. * Hybrid work modality. * Monday to Friday schedule. Salary: S/.2,500.00 – S/.2,900.00 per month. Work Location: Hybrid in Miraflores, Lima