Contact Center Quality Specialist - Bilingual Spanish

Infosys • Fargo, ND

151d

About The Position

The Quality Specialist is responsible for monitoring, evaluating, and enhancing the performance of contact center agents supporting small store owners using the client's mobile application. This role ensures service excellence and process compliance by identifying areas for improvement, maintaining quality standards, and supporting training and coaching initiatives to elevate customer experience and operational efficiency.

Requirements

• High School Diploma or GED Equivalent.
• At least 2 years of experience relating to the job description.

Nice To Haves

• Excellent verbal and written communication skills in Spanish.
• Prior experience in quality assurance or performance evaluation is highly desirable.
• Familiarity with mobile apps, CRM systems, and order management processes.
• Proficiency in CRM platforms and Microsoft Office Suite (Excel, Word, Outlook).
• Strong attention to detail, analytical thinking, and objectivity.
• Empathy, patience, and a coaching mindset.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Conduct regular audits of calls, chats, and emails to ensure agents are following service standards, communication protocols, and effective issue resolution.
• Evaluate agent performance based on key performance indicators (KPIs) like accuracy, empathy, and compliance, and maintain detailed quality scorecards and feedback logs.
• Develop and maintain quality assurance (QA) scorecards aligned with business objectives.
• Analyze quality trends to pinpoint training needs and process gaps, and prepare weekly or monthly reports on quality metrics, sharing actionable insights with team leads and supervisors.
• Provide constructive feedback to agents and assist in coaching sessions to address performance gaps.
• Help refine quality standards and QA processes as the client app evolves.
• Recommend enhancements to scripts, workflows, and CRM usage based on your observations, and support initiatives to improve data accuracy, order handling, and app navigation support.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees