Quality & Process Manager (Hermosillo)

Full-time Gestión de proyectos y procesos, Gestión de calidad y operaciones

Position Purpose

Design, structure, and institutionalize the company’s Quality and Process system to ensure operational consistency, client compliance, and continuous improvement across sales and customer service campaigns. This role will transform call monitoring into a formal Quality Assurance framework and develop end-to-end processes integrating Client Services, Operations, QA, Finance, and Human Resources.

Key Responsibilities

• Design and standardize cross‑functional processes.
• Document formal SOPs and establish clear escalation workflows.
• Identify operational improvement opportunities and build scalable, replicable systems.
• Lead, train, and develop the Quality Monitoring team.
• Define monitoring quotas, metrics, and evaluation standards.
• Implement calibration sessions to ensure scoring consistency.
• Design campaign‑specific scorecards (sales, customer service, Spanish & English).
• Defin...