Bilingual Quality Assurance Specialist

Job Summary

A company in the Health, Beauty & Wellness industry is looking for a Bilingual Quality Assurance Specialist.

Position Responsibilities

• Review and evaluate the quality of work and performance of Customer Service and Customer Success Reps through live monitoring, recorded calls, chat transcripts, and email for quality assurance
• Identify training needs and provide coaching and knowledge refreshers
• Assist with compiling Quality Assurance (QA) assessments of call center agents, and document results within an established repository

Required Qualifications:

• Experience in quality assurance role a plus
• Strong analytical and problem-solving skills
• Bilingual (Spanish speaking required)
• Proficiency in efficiency tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
• Passion for driving quality and process improvement