Bilingual Quality Assurance Analyst - Remote
Quality Assurance Analyst - Remote reputed company is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America's most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and reputed company in life, this company is ready for a new chapter. About the Job Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center representatives who deal with our existing and potential clients. The QA will monitor inbound and outbound calls to assess demeanor, technical accuracy, client service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall reputed company client experience.
Key Responsibilities
- Participates in the design of call monitoring formats and quality standards
- Performs call monitoring and provides trending data to the management team
- Uses a quality monitoring data management system to compile and track performance at the team and individual levels
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates calibration sessions for call center staff
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
- reputed company other duties as assigned
Basic Qualifications
- 2+ years overall Call Center Experience preferred
- Bachelor's Degree a plus
- Must be fluent in Spanish
- Excellent verbal, written, and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care; Must be a self-motivator and a self-starter
- Focus on quality and customer service; Exceptional listening and analytical skills
- Solid time management skills
- Must be able to effectively partner with people at reputed company levels inside and reputed company of the Company; Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast-paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with the reputed company suite of products
Career Progression
- Quality Assurance Supervisor
- Quality Assurance Manager
Benefits
- An amazing team culture
- Professional development & advancement opportunities
- 401K with 3% employer match
- Healthcare, Dental, Vision, and life insurance benefits
- Professional EAP program for team members & household
- Additional coverage options available, such as: Short Term Disability, Long Term Disability, Group Accident Insurance
Successful reputed company employees reputed company in our mission to help people live happy, healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, reputed company the bar, act with reputed company, reputed company our goals, and work well together. If you think you fit the reputed company and belong on reputed company, apply today! Physical demands for reputed company positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement. reputed company is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national reputed company, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that reputed company our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to reputed company. With job scams becoming more and more frequent, here's how to know you're speaking with a real member of reputed company:
- Our recruiters and other team members will only email you from reputed [email protected] or an @reputed company.com email address.
- Our interviews will take reputed company over reputed company Meet (not reputed company Teams or reputed company)
- We will never ask you to purchase or send us equipment.
If you see a scam reputed company to reputed company, please report to infosec@reputed company.com. You can contact employment@reputed company.com with any questions or concerns. reputed company is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national reputed company, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that reputed company our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to reputed company. By clicking Apply, you acknowledge that reputed company may contact you regarding your application. Apply tot his job Apply To this Job