Job Description
The Bilingual Quality Assurance Specialist monitors and evaluates customer interactions via call, email, and text to identify areas for improvement, ensure compliance, and maintain high service standards, providing feedback to enhance overall performance.
Key Responsibilities
- Monitor and evaluate call, email, and text interactions between representatives and customers.
- Identify areas of improvement in customer interactions and provide actionable feedback.
- Report on account documentation, adherence to company policies, and compliance.
Requirements
- Monitor and evaluate call, email, and text interactions between representatives and customers to identify areas of improvement.
- Provide actionable feedback to various departments to enhance performance and maintain a high level of service standards.
- Report on account documentation, adherence to company policies, and compliance.
- Possess bilingual proficiency in Spanish and English.
- Have experience in Quality Assurance roles related to contact centers or customer service environments.
- Demonstrate the ability to evaluate communication interactions for quality and compliance standards.
- Be able to report findings and provide feedback in a clear and constructive manner.
- Possess the ability to adapt to additional responsibilities as assigned by supervisors or managers related to the position or department.
- Be able to perform the essential functions of the role with reasonable accommodations if applicable.
Benefits & Perks
Compensation: $19.50 per hour
Work environment perks: Collaborative work culture
Additional benefits: Reasonable accommodations for known disabilities
Ready to Apply?
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