Bilingual Quality Assurance Analyst (English & Spanish)

📋 Description

• Monitor and evaluate agent calls daily in both English and Spanish.
• Meet departmental and client evaluation goals.
• Provide coaching and feedback to agents based on monitored calls.
• Track and document evaluations, scores, and trends.
• Use company software to locate and review call recordings.
• Attend training sessions, meetings, and calibrations as needed.

🎯 Requirements

• Fluency in Spanish and English (written and spoken).
• Established experience in Quality Assurance and contact center environment.
• Strong communication skills and attention to detail.
• Ability to work in a fast-paced environment and meet performance goals.
• Tech-savvy with intermediate computer skills.
• Strong time management and organizational skills.