Bilingual Quality Analyst

The QA is responsible for listening to a percentage of calls (handled by the CSRs/TSRs) to ensure an excellent customer experience and to guarantee all processes and procedures are followed.

Quality Analyst (QA)-

JOB SUMMARY: The Customer Experience Coach (QA) is responsible for listening to a percentage of calls (handled by the CSRs/TSRs) to ensure an excellent customer experience and to guarantee all processes and procedures are followed. The QA identifies areas of opportunity through their daily audits, works on action plans to drive these areas of opportunity to improve individual and team performance, and ensure an excellent customer experience. The QA must be in constant communication with their Team Leader and Operations, so they can be aligned and calibrated when providing instructions to agents. QAs must be calibrated with the specifications and guidelines given by the client to give the most effective feedback. QAs should develop a good relationship with the operations supervisors’ teams assigned.

ROLES AND RESPONSIBILITY:

• Evaluate at least two (2) calls per agent, per week (unless weak areas are identified whereas more should be done instead) inclusive of calls from Extreme Disqualifiers; evaluate these calls using the evaluation form, determining what type of call it is and correct procedures agents needs to follow
• Is responsible, whenever it is applicable, to send alerts to pertinent supervisors and managers, and to include the assessment details for course corrective actions to be taken
• Follow up on the Team’s performance; completing action plans, feedback sessions with the Team Leaders and assessments
• Always have the QA Guidelines and Knowledge Base (LMS Tools) as guidance tools to evaluate calls and provide feedback to agents/Operations
• Attending all calibration meetings, assessing the calls, participating and interacting with all internal team sharing results.
• Have constant communications with the Team Leaders, scheduling meetings to discuss team results.
• Check and analyze team stats and loop process, conduct workshops, and send Weekly Customer Experience Report(s) to respective Team Managers.
• Assist with training and/or training needs.
• Complete reports and updates on a timely manner
• Additional task(s) to complete based on the needs of the Client / Account / Supervisor / Manager.

REQUIREMENTS AND EXPERIENCE:

• At least 5 CXCs including English and Spanish (Experience/Tenure/Other qualifications will be considered)
• Must be able to speak Spanish Fluently.
• Must have completed their 90 days (about 3 months) probationary period
• Must have maintained an OSAT (Overall Satisfaction) score of 75% or above for the past 3/4 months.
• Must have an excellent command of the English Language.
• Should possess the ability to meet deadlines.
• One (1) year experience in Sales (would be an asset).
• Clear communicator (written and verbal).
• Creative solving technical problems.
• Ability to focus on deadlines and deliverables.
• Ability to think abstract – to ensure the ability to not conform to the norm.
• Applicants must be proficient in using Microsoft Excel, Word, and PowerPoint.