Quality Consultant – Contact Center

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Assess the performance of business units and the quality of contact, processing, and/or file management.

• Evaluate service quality, compliance with regulations, and adherence to established procedures.

• Analyze the impact of errors on customers and their overall journey.

• Contribute to benchmark audits and targeted evaluations.

• Identify trends and suggest priority actions to enhance customer experience and business outcomes.

• Collaborate with leadership to determine specific audit needs for sites or teams.

• Conduct audits independently, analyze findings, draft audit summary reports, and convey results to local leaders.

• Consult with business teams to recommend improvements in work products and business results.

• Engage in leadership meetings and calibration sessions to provide insights and recommendations.

• Offer technical support with auditing tools and relevant technology.

• Act as the team audit lead on a rotational basis.

• Organize relevant data, communicate expectations to colleagues, and coordinate calibrations and re-audits.

• Participate in audit closing discussions with leadership.

• Conduct secondary reviews of peer audits to ensure internal consistency.

• Assist Compliance with focused reviews.

• Train new team members and mentor potential successors.

• Carry out other assigned duties.

⛳️ Requirements

• High school diploma or equivalent is required.

• 1-3 years of experience in claims or a contact center environment.

• Previous experience in Quality and Call Center roles.

• Proficient in English.

• Experience in a Performance Coach role or a similar position is preferred.

• Prior experience in a supervisory role or as a team lead is preferred.

• Familiarity with internal FWS, Farmers, and/or Bristol West systems is preferred.

• Must have valid local legal authorization to work in the country where the role is based at the time of hire.

• No work authorization sponsorship unless explicitly stated.

🏝️ Benefits

• Competitive salary along with performance-based bonuses.

• Comprehensive benefits package including grocery vouchers, saving funds, SGMM, etc.

• Opportunities for career development and training.

• A dynamic and inclusive work environment within a globally recognized organization.

• Private health insurance.

• Pension plan.

• Paid time off.

• Training and development initiatives.

• Benefits vary based on employee level.

• Personal data processing complies with relevant data protection and privacy laws as well as FBS internal policies.

• Employment is contingent upon valid local legal authorization to work in the country where the role is based; no sponsorship unless explicitly stated.

• Adherence to exclusivity of employment and conflict-of-interest requirements throughout the duration of employment.