Quality & Trainer Specialist
Deliverect
Quality Assurance
Mexico City, Mexico
Posted on Nov 13, 2025
At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.
Department Focus:
The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.
Your Impact:
The purpose of this role is to ensure adequate training and quality coaching is provided to the Support team members. This includes sophisticated leverage of technology and AI tools, making sure training material is used in a scalable way both for new hires and when increasing competence for more experienced team members.
This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Mexico City office and 2 days from the comfort of your home.
What you will do:
- Provide role-specific training to new support agents, including soft skills and product
- training to existing agents
- Create different types of training content with optimal leverage of AI and available
- technology
- Reviewing team member progress and support interactions to measure quality and report
- on quality performance to internal stakeholders, detecting opportunities for improvement
- Leverage detected knowledge and quality gaps to create relevant training updates using
- scalable methods
- Follow-up with underperforming agents to improve their performance and collaborate
- with Team Leads for any outlier or performance related issues
- Contribute to Quality Assurance processes and documentation in collaboration with internal stakeholders.
What you will Bring:
- When writing these bullet points, consider the following aspects to ensure it can be benchmarked
- correctly:
- 1-2 years experience in a Q&T role, preferably from a technology or a SaaS environment
- Strong product and process knowledge relevant to our business and integration partners
- Excellent knowledge of technical troubleshooting processes
- Outstanding communication skills to deliver training and coaching sessions with complex topics
- Analytical mindset and solid understanding of data and statistics
- Previous experience within a SaaS or subscription enterprise software company,
- customer service function or global business is beneficial but not essential
- Good Spreadsheets skills to be able to analyze/extract data from quality tools
- Analytics and data driven
- Ability to design courses in collaboration with team leaders & stakeholders
- Track training and coaching activity, record key metrics, ensuring that audit trail and training history are complete and up to date
- If moving from an internal Support Team position, you should have a minimum of 6 months tenure and an average of 92% IQS
Join Our Innovative Journey:
At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.
What You'll Gain by Joining Us:
Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.
Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.
Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.
Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.
Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.
Our Commitment to Inclusion:
We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.
Important Information:
1. Fluency in English is required, with strong written and verbal communication skills being essential.
2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.
3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.
If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at talent@deliverect.com.
Ready to shape the future of commerce with us? Explore our opportunities and apply today!