Bilingual Quality Analyst

Job Summary

Conducting comprehensive quality audits and training for call center personnel, the full-time temporary Bilingual Quality Analyst will monitor calls, provide feedback, and assist in employee training while working remotely.

Key Responsibilities

• Performs daily quality audits of call center operations and personnel, including monitoring inbound and outbound calls
• Provides timely quality monitoring reports on performance measures and recommends educational opportunities for staff
• Monitors audit schedules for compliance with quality audit plans and assists in evaluating quality audit disputes

Required Qualifications

• High school diploma or equivalent
• Fluent in both English and Spanish (verbal and written)
• Previous call center experience required
• Knowledge of quality concepts, terminology, and objectives
• Proficiency in MS Office applications, including Word, Excel, and Access