Bilingual Quality Assurance Analyst

Teleperformance•Brownsville, TX

4d•Onsite

About The Position

This position provides Bilingual (English/Spanish) support to the operation and customers by monitoring agent transactions, quantifying results, and ensuring proper calibration. The role is 100% onsite in Brownsville, TX, with no work-at-home option available.

Requirements

Must be bilingual – English and Spanish, must speak and understand 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 plus months experience as an inbound call center customer service representative, 6 plus months experience as a mentor, trainer, or acting supervisor, 6 plus 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 communications skills
Strong leadership skills
Highly productive
Excellent organizational and time management skills
Excellent verbal and written communications 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 preventative 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 MSOffice (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

Responsibilities

Support Bilingual QA efforts – English and Spanish
Observations on recorded or live agent calls and score them against a TP and client provided standard
Determine whether agents are using proper procedures and efficient and 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
Quality Assurance CSAT calibration process with clients, monitoring services and the operation
Ensure value added CSAT analytics, methods and practices are provided to operation
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 (regardless of scoring or indicators utilized by the client)
Support supervisor teams with representative quality execution
Support supervisor teams in calibration session
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, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately