Bilingual Quality Assurance Representative
Location - Norcross
Pay - $17.30 - $19.33
? Monitors and evaluates the quality and content of inbound and outbound calls; and provides direct feedback to the agents.
? Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved.
? Provides continual feedback and information data to management for improvement of Merchant Service skills across multiple products, as well as, recommendations to improve our training program.
? Coordinates call calibration for Team Leads, Supervisors, and Managers as needed.
? Maintains thorough and complete performance service level reports, provides QC reports weekly and monthly, provides updates to the operations team, and maintains and verifies the consistency of quality standards.
? Participates in new hire training by developing a Quality Assurance module to include complete understanding of call expectations encompassing content, accuracy of information, overcoming objections and tone.
? Recommends and conducts scheduled classes on all employees regarding areas of concern or floor inconsistencies in product or performance.
? Become cross trained in all products and serves as a back up for new hire training as needed due to unavailability of Trainer.
? Manage and oversee all quality initiatives.
? Other tasks and responsibilities as assigned.
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.