Full-Time Bilingual Call Center QA Specialist

Summary: The Bilingual Call Center QA Specialist monitors and evaluates call, email, and text interactions between representatives and customers to identify areas of improvement and provide actionable feedback to various departments. This role enhances performance, maintains service standards, and reports on account documentation, policy adherence, and compliance.

Essential Job Duties & Responsibilities:

• Perform call, text, and email monitoring for various departments, providing professionally written, actionable feedback to improve performance, procedures, compliance, and customer experience.
• Deliver professionally written reviews, reports, and information to support departmental and company quality assurance needs.
• Participate in quality calibration and ongoing quality assurance training.
• Assist and back up with other duties as assigned.

Required Skills, Knowledge & Abilities:

• Bilingual Spanish/English required.
• Conscientious and focused listening and reading skills with strong attention to detail.
• Analytical and problem-solving skills, using good judgment.
• Ability to identify and provide professionally written actionable feedback.
• Effective verbal and written communication, including notation.
• Commitment to supporting the growth and development of evaluated representatives.
• Ability to adapt to changing priorities and environments in a fast-paced setting.
• Effective time management and 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.

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