Temp Bilingual Quality Assurance Specialist

About the role

As a Temporary Bilingual Quality Assurance Specialist working remotely in the United States, you’ll be a part of bringing humanity to business. Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all!

Responsibilities

• Evaluate and analyze customer interactions to improve customer experience and satisfaction scores.
• Pinpoint areas for improvement through active listening and analyzing spreadsheets.
• Ensure proper information is given to customers and that client requirements and policies are met.
• Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.
• Assist with the development, research, and delivery of new training or other necessary duties.
• Perform special projects as required.
• Support the Quality/Training Manager and Assistant Manager in auditing KPIs, reviewing operational procedures, and conducting audits.
• Develop Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinate quality recognition programs.
• Contribute to the success of the customer experience and the overall success of the team.

Requirements

• A high school diploma or equivalent.
• At least 6 months of customer service and call center experience.
• Fluency in both English and Spanish.
• Understanding, interpreting, and manipulating data for reporting purposes.

Qualifications

• High school diploma or equivalent.
• 6 months or more of customer service and call center experience.
• Fluency in English & Spanish.
• Understanding, interpreting, and manipulating data for reporting.

Skills

• Active listening skills.
• Data manipulation and reporting.
• Customer service and call center experience.
• Quality assurance and analysis.

Benefits

Supportive of your career and professional development.

An inclusive culture and community-minded organization where giving back is encouraged.

A global team of curious lifelong learners guided by our company values.

Pay

The anticipated range is $20 hourly. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.