Bilingual Call Center QA Analyst, CA
Job Summary
Seeking a detail-oriented Bilingual Call Center Quality Assurance Analyst, this fully remote position will monitor and evaluate customer interactions in English and Spanish, ensuring compliance and quality standards while collaborating with Quality, Operations, and Training teams to enhance service delivery.
Key responsibilities
- Monitor and evaluate customer interactions to ensure adherence to quality standards and performance expectations
- Analyze quality results and identify trends, performance gaps, and opportunities for improvement
- Prepare quality reports and communicate findings and recommendations to leadership
Required qualifications
- At least 2 years of experience in quality assurance within a high-volume call center environment
- Fluency in English and Spanish, with the ability to evaluate interactions in both languages
- Experience with quality monitoring and established performance metrics
- Strong analytical skills with the ability to identify quality trends and improvement opportunities
- Proficiency in Microsoft Office and experience with CRM and contact center technologies
Complete Job Description
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