Bilingual Quality Assurance Specialist

Fortuity Calling, LLC•Columbus, OH

1d•Hybrid

About The Position

Quality Assurance Specialist Bilingual English/Spanish At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents. Summary: The Bilingual Quality Assurance Specialist will gather and analyze agent call data for the organization, supporting training and leadership in making informed and objective training improvements and performance managements decisions. This role reviews quality metrics and ensures compliance with client standards and procedures for each interaction, identifies opportunities for improvement, and makes recommendations to maximize service and quality.

Requirements

High school diploma or equivalent required
2+ years of training or quality assurance (QA) experience required; call center specific experience highly preferred
Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
Excellent verbal and written communication skills including active listening
Excellent analytical and problem-solving skills with attention to detail
Strong coaching and leadership skills with a focus on team development and mentorship
Proficient computer skills with the ability to learn new software and operate multiple screens
Ability to maintain a high level of professionalism and act with integrity in stressful situations
Must be at least 18 years old
Must be a US citizen
Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position
Ability to work independently and as a part of a team
Flexibility to work adjusted shifts, as necessary

Responsibilities

Participate client training programs to develop, implement, and manage quality monitoring processes
Communicate client and organizational quality standards and parameters to quality assurance (QA) team, customer service operations team, and other appropriate staff
Review English and Spanish language agent live interactions with customers via telephone, email, online chat, or in person for compliance with client standards and procedures
Identify and analyze issues and continuous improvement opportunities across functional areas; recommending and facilitating solutions to streamline processes
Assist in training, coaching, and developing associates for improvement and continuous growth
Support the resolution of escalated customer issues and report trending issues
Maintain compliance with federal, state, and local laws, as well as client and organizational regulations, guidelines, and policies
Comply with all industry regulations and security protocols
Safeguard all non-public personal information (NPI) and always maintain strict confidentiality
Perform other related duties as assigned