NOW HIRING: BILINGUAL QUALITY CONTROL / SALES
Responsible for monitoring Sales and Partner Support representatives’ recorded calls to ensure they meet quality standards following policies and procedures. This position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships with the leadership team and employees.
Partner with team leaders and managers to set up and enhance call handling content and monitoring formats
Review interactions with members are to ensure they are within guidelines.
Document call performance and issues using quality assurance scorecards.
Meet directly with employees and provide feedback on calls, review findings, and coach on best practices.
Manage member and employee feedback to improve efficiency and engagement, providing regular reporting analysis to management on performance metrics.
Maintain compliance with all regulatory policies and procedures.
Supervise/develop staff in accordance with policies and procedures.
Provide feedback to appropriate parties on effectiveness of quality standards regarding what works and what is needed to satisfy clients o future needs.
1-2 years Call Center experience working as QA analyst
ALL OPENINGS REQUIRE 85% ENGLISH LEVEL. TO APPLY PLEASE SEND US YOUR RESUME IN ENGLISH!