Bilingual Call Center QA Analyst

Job Summary

A company is looking for a Bilingual Call Center Quality Assurance Analyst.

Key Responsibilities

• Monitor, capture, and analyze call center performance through real-time and recorded calls
• Evaluate call center agent performance and provide feedback to ensure adherence to company guidelines
• Generate performance reports and make recommendations for policy development and process efficiencies

Required Qualifications

• High school diploma or GED required
• Bilingual in English and Spanish required
• 1-3 years of call center call handling experience required
• 2-4 years of call center monitoring and analysis experience required
• Intermediate experience with Excel, Word, Outlook, Teams, and SharePoint required