Bilingual Quality Analyst
$43,118–$43,118 year
RemoteUnited States
Job Summary
Conduct daily quality audits of call center and operations personnel by monitoring inbound and outbound telephone calls, proof payment claims, credit returns, and debit rejects. Perform soft skills, supervisor, process, and product training for employees and supervisors, including leadership, communication, and stress management classes. Provide accurate quality monitoring reports on performance measures and call center representatives, offering feedback to managers and staff on areas for improvement. Recommend policy and procedure changes based on quality trends and assist in evaluating audit disputes. Update manuals and job aids as needed while consulting with senior peers on non-complex projects. Fluent in English and Spanish with previous call center experience required.
Required Qualifications
- High school diploma or equivalent
- Fluent in both English and Spanish (verbal and written communication)
- Previous call center experience
- Knowledge of quality concepts, terminology, and objectives
- Knowledge of MS Office, e.g., Word, Excel and Access
- Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
- Proficiency in the online tools required for the position being audited
- Excellent verbal and written communication skills
- Excellent customer service, problem solving, organizational, and multi-tasking skills
- Strong analytical skills and the ability to see trends and patterns in data
- Ability to work both independently and in a team environment
Desired Qualifications
- Previous experience in banking, financial services, or customer support environments
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