Bilingual Call Quality Analyst- Work from Home
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POST DATE 9/13/2020
END DATE 9/20/2020
ARS National Services Inc.
POSITION: BILINGUAL CALL QUALITY ANALYST
JOB STATUS: FULL-TIME
THE QUALITY ASSURANCE TEAM IS LOOKING FOR A BILINGUAL \\"SPANISH\\", COMPLIANT, DRIVEN AND EXPERIENCED INDIVIDUAL TO JOIN THEIR TEAM AS A CALL QUALITY ANALYST.
Under general direction, this position is responsible for supporting methods, processes and procedures for the Quality Assurance Team. This position will help preserve service excellence through: monitoring and assessing customer interactions of Call Center Representatives; documenting agent performance strengths and weaknesses; and highlighting compliance issues.
Performs call monitoring and assessment of Call Center Representatives for both inbound and outbound calls.
Participates in call calibration exercises and training classes.
Provides regular feedback to Compliance Leadership regarding call trends or compliance issues that may arise.
Works with Quality Assurance Leadership to continually define Quality Assurance guidelines.
Responsible for ensuring consumer interactions are handled in compliance with laws, regulations and established procedures and standards.
Is a subject matter expert in assigned business segments.
Provides feedback that assists with the creation and updating of procedure/training materials.
Maintains overall objectivity in supporting consistent and superior consumer experience and productivity.
Other duties as assigned.