Bilingual Quality Assurance AnalystTeleperformance USA • Miami, Florida, United States
Bilingual Quality Assurance Analyst
Teleperformance USA
- Miami, Florida, United States
- Miami, Florida, United States
Über
This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.
Responsibilities
Support Bilingual QA efforts – English and Spanish
Observe recorded or live agent calls and score them against a TP and client-provided standard
Determine whether agents are using proper procedures and efficient, effective practices to provide excellent customer service and support
Complete all work assignments within deadlines given
Attend TP and client meetings and functions as assigned
Maintain a set work schedule allowing for flexibility based on business needs
Host and facilitate internal, external or QA team calibrations to track results and attendance
Participate in the Quality Assurance CSAT calibration process with clients, monitoring services and the operation
Ensure value-added CSAT analytics, methods and practices are provided to the operation
Engage in client interaction as it relates to CSAT analytics, methods, and processes
Ensure appropriate levels of skilled analysts to achieve company and/or client-required levels of customer satisfaction
Support supervisor teams with representative quality execution
Support supervisor teams in calibration sessions
Support new hire quality training and transition
Participate in any new policy training to ensure all policies are understood
Ensure all QA Analyst reporting and communication requirements are met
Thrive as a team player in a fast‑paced, high‑energy, change‑oriented environment
Perform other duties as assigned by supervisor or other members of management
Ensure all policies and procedures are adhered to, including Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Qualifications
Must be bilingual – English and Spanish, with fluent and professional level Spanish
Must be at least 18 years old
Accurately perform observations
Previous call‑center experience with four (4) or more of the following: Bachelor’s degree or equivalent experience; 6+ months as an inbound call‑center customer service representative; 6+ months as a mentor, trainer, or acting supervisor; 6+ months of previous quality assurance experience
Analytical and problem‑solving skills
Ability to analyze and identify agent trending
Ability to assess individual and team performance
Strong written and verbal communication skills
Strong leadership skills
Highly productive
Excellent organizational and time‑management skills
High level of expertise in company and client policies, tools, applications, and practices
Experience with creating or compiling reports using various sources of data
Must be extremely detail‑oriented with the ability to develop thorough corrective and preventive plans
Must be extremely articulate and present a professional image, as this position will have contact with clients and other departments
Experience with standard business applications including MS Office (Excel experience a must)
Strong team‑building and leadership skills focused on production‑oriented goals
Able to manage multiple priorities in an ever‑changing environment
Internal knowledge of TPUSA CSAT analytics processes
Excellent attendance history is required
Must pass mandatory background checks, which may include pre‑screenings, illegal drug tests, and credit checks
Must not be on any step of the corrective process
Must score consistently above 90% on monitoring
Must have no less than 60 days of TP tenure
Benefits of working with TP TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
We invest in and prioritize the mental health and well‑being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(k) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.
At TP, we prioritize a culture of inclusion and diversity where every employee feels valued.
Equal Opportunity Employer TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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