Temp Ready Reserve Quality Analyst - Bilingual Spanish

Senture•Concordia, KS

1d•Remote

About The Position

The Quality Analyst plays a critical role in maintaining exceptional customer service standards by evaluating customer interactions, identifying performance trends, and providing actionable coaching and feedback. This position partners closely with agents, Team Leaders, and Operations leadership to drive continuous improvement, enhance the customer experience, and ensure compliance with client and program requirements. This position is eligible for remote work. Candidate must be BILINGUAL in English and SPANISH.

Requirements

High School Diploma or GED equivalent.
U.S. Citizenship required.
Bilingual in English and Spanish
Ability to obtain and maintain required federal clearance.
Must be eligible for internal transfer and not currently on any corrective action.
Proficient in Microsoft Office applications, including Excel and Word.
Experience working with call center systems, quality monitoring tools, and performance metrics.
Ability to remain seated for extended periods.
Ability to use a computer and headset for prolonged periods.
Frequent listening, speaking, and reviewing customer interactions.
Ability to view and analyze data on a computer screen for extended periods.

Nice To Haves

Previous call center, customer service, quality assurance, training, or coaching experience preferred.

Responsibilities

Evaluate customer interactions using established quality standards and scoring methodologies.
Monitor calls, chats, and other customer contacts to ensure compliance with client requirements, policies, and procedures.
Identify performance trends, improvement opportunities, and best practices through quality reviews.
Deliver constructive coaching and feedback to agents to improve performance, customer satisfaction, and service delivery.
Collaborate with Team Leaders and Operations management to develop targeted coaching and performance improvement plans.
Provide timely responses to quality-related inquiries, concerns, and recommendations.
Analyze quality data and prepare reports that highlight agent performance, quality trends, and operational insights.
Maintain accurate quality documentation and records.
Support calibration sessions to ensure scoring consistency and quality standards are applied fairly.
Assist with special projects, audits, and additional duties as assigned.