Bilingual Quality Assurance Specialist, Contact Center
Job Description:
• Monitor and evaluate call, email, and text interactions between representatives and customers
• Identify areas of improvement and provide actionable feedback to various departments
• Enhance performance and maintain a high level of service standards
• Report on account documentation, adherence to company policies, and compliance
Requirements:
• Bilingual Spanish/English required
• Conscientious and focused listening and reading skills with strong attention to detail
• Analytical and problem-solving skills, and the use of good judgment
• Ability to identify and provide professionally written actionable feedback
• Effectively and professionally communicate verbally and in writing, including notation
• Commitment to supporting the growth and development of evaluated representatives
• Ability to adapt quickly to changing priorities and environments in a fast-paced setting
• Effective time management, and the ability to meet targets within a specific timeline
• Excellent interpersonal, facilitation, and relationship management skills
• Ability to work independently with general direction and be self-motivated
Benefits:
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