Bilingual Quality Assurance - Spanish Speaker! Up to $45K
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POST DATE 9/15/2016
END DATE 10/24/2016
JOB DESCRIPTIONThis Bilingual Spanish Quality Assurance Position Features:
? Great Environment
? Great Company
? Great Benefits
? Great Pay up to $45K
?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.