Bilingual Quality Assurance Specialist, Contact Center (Spanish/English)
West Roseville, CAFull-TimeMid-levelQA / Testing
Skills
Essential Job Duties & Responsibilities:
- Perform call, text, and email monitoring for various departments and provide professionally written, actionable feedback and information as it pertains to the improvement of performance, procedures, compliance, and customer experience
- Deliver professionally written reviews, reports, and information as they pertain to various departments and the company’s 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:
- Conscientious and focused listening and reading skills with strong attention to detail
- Analytical and problem-solving skills, and the use of good judgment
- Ability to identify and provide professionally written actionable feedback
- Effectively and professionally communicate verbally and in writing, including notation
- Commitment to supporting the growth and development of evaluated representatives
- Ability to adapt quickly to changing priorities and environments in a fast-paced setting
- Effective time management, and the 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
- Bilingual Spanish/English required
