Quality Officer – Belize

At Fusion CX, quality is more than a metric. It is a mindset. We are hiring a Quality Officer in Belize to help monitor and elevate service delivery across our customer support teams. If you have an analytical mind, a passion for process improvement, and a commitment to upholding high standards, we welcome you to make an impact with us. Apply now!

Job Description – Quality Officer

About the Role
As a Quality Officer, you will evaluate customer interactions, ensure adherence to scripts and compliance protocols, and provide structured feedback to agents. Your insights will directly influence customer satisfaction and help drive continuous improvement in agent performance.

Key Roles and Responsibilities

• Monitor and assess calls, chats, and emails for quality and compliance.
• Document observations and performance trends based on evaluation results.
• Provide actionable feedback and support coaching initiatives.
• Identify recurring service gaps and recommend corrective actions.
• Collaborate with Trainers, Team Leads, and Operations to align on performance goals.
• Maintain records and quality reports as required by internal and client standards.

Job Requirements – Quality Officer

Qualifications & Requirements

• Experience in quality monitoring or call evaluation in a contact center environment.
• Excellent attention to detail and report-writing skills.
• Familiarity with CX metrics, scorecards, and evaluation frameworks.
• Strong communication and collaboration skills.
• Bilingual communication is an asset.

Work Mode: On-site – Belize

Why Join Fusion CX?

At Fusion CX, we take pride in delivering consistency, accuracy, and excellence. As a Quality Officer in Belize, you will:

• Play a key role in enhancing customer experience through insightful analysis.
• Join a culture that values your observations and expertise, prioritizing quality above all else.
• Access opportunities to grow in quality assurance and operations.
• Be part of a collaborative environment that drives meaningful change.

Apply now and contribute to a culture of excellence where your insights shape an outstanding customer experience.