Marketing Call Center is built around a predominantly cooperative culture, where people, trust and teamwork guide daily operations. The company favors a close management style focused on support, empowerment and strong human relationships. This collaborative foundation is complemented by an innovative mindset that stimulates creativity and initiative, alongside a performance-driven approach based on clear objectives. Structured organizational practices further contribute to operational efficiency and reliability. [+]

Reporting to the Quality Manager, you will be responsible for ensuring procedures are followed and the quality of communication is excellent.

• Audit & Evaluation: Listen to daily calls or evaluate emails/chats according to the current quality guidelines.


• Coaching & Feedback: Debrief customer service advisors on their strengths and areas for improvement in a teaching manner.


• Analysis & Reporting: Identify trends (recurring errors, training needs) and produce qualitative reports for the production team.


• Calibration: Participate in calibration sessions with training and production teams to ensure consistent scoring.


• Continuous Improvement: Propose updates to procedures and scripts to optimize the customer experience.

We are not just looking for a controller, but a true talent developer.

• Perfect command of Spanish (Oral and Written) required.


• Successful experience as a Quality Specialist in a call center (highly desirable).


• Skills: Mastery of Excel and ability to analyze quality KPIs (QS, CSAT, NPS).


• Attitude:


• Impartiality and rigor.


• Excellent listening skills.


• Diplomacy and ability to provide constructive feedback.