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 managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Requirements

• 2-3 years Call Center Experience.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Bi-lingual a plus.
• Bachelor Degree a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401K option
• Paid Training & Development
• A positive upbeat work environment
• Opportunity for professional and personal growth
• Diverse, welcoming culture with Employee Resource Groups