Bilingual Quality Assurance Reviewer

Quality Assurance Reviewer (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound, outbound call ,and all communication with customers to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care communications.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and...