BusPatrol · 1 day ago

Bilingual Call Center Quality Assurance Analyst

United States

Contract

Remote

Entry, Mid Level

$22/hr - $22/hr

2+ years exp

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Hiring Manager

Natasha Vyas

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Responsibilities

Monitors, captures, and analyzes call center performance by listening to real-time queue calls and recorded calls

Monitor and evaluate call center agent performance for consistency in adherence to company guidelines and provide indirect and direct feedback to the representatives as required

Analyzes and maintains integrity of data for accurate reporting and generates call center performance feedback data

Provide program and agent performance reporting, including statistical analysis and reporting. Maintain proper documentation of call performance and associated corrective measures as applicable

Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities

Responsible for assisting your direct supervisor with goals and team projects, as well as supporting the entire operational team in cross-training initiatives to assist with inter-departmental workload

Qualification

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Bilingual EnglishBilingual SpanishCall center monitoringCall center analysisCall handling experienceCall calibration sessionsExcelWordOutlookSharePointFive9 software