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Job Description
- Working closely with agents and supervisors, the QA will be responsible for monitoring interactions to ensure the needs of the customer and client are met on each and every interaction.
- Responsible for conducting the number of internal monitoring and feedback per agent as per client’s requirements or internal standards
- The QA reviews for compliance with policies and procedures, ensure staff is providing accurate information.
- Provide feedback and deliver coaching following internal standards and processes, with effective interpersonal communication
- QA collects and analyzes Top Call Drivers data
- Prepares quality reports and performance trends on a daily/weekly/monthly basis to inform all stakeholders
- Detect areas for improvement and main opportunities
- Attend internal and external calibration sessions
- Work closely with Ops management to develop and implement action plans for quality improvement
Job Requirements
- Fluent Spanish
- Experience in Customer Support Operations and Quality Assurance
- Strong Analytical Skills
- Strong Communication Skills
- Professional verbal and written communication skills
- Ability to handle multiple tasks at a time and meet deadlines
- Technical expertise with spreadsheets
- Proficient PC skills
- Must be self-motivated, detail-oriented, have the ability to accurately gather and document statistics
- Must be effective and efficient working in a team environment
