[Hiring] Bilingual Quality Assurance Analyst @Thriveworks Administrative Services, LLC

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The 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. • Monitor inbound and outbound calls to assess demeanor, technical accuracy, client service performance, and conformity to company policies and procedures. • Assist in developing, creating, and implementing call center quality processes and procedures. • Make recommendations for enhancements to training materials as needed to enhance the overall Thriveworks 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. • Perform other duties as assigned. 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 all levels inside and outside 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 Google 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. Apply tot his job Apply tot his job Apply tot his job