Professional Staffing Services Group
Bilingual Quality Assurance Analyst
Professional Staffing Services Group, Altamonte Springs, Florida, United States, 32717
Bilingual Quality Assurance Analyst
$22.00 per hr.
Mon.-Fri 8am-5pm
Bachelors degree required
Job Summary
We are seeking a highly motivated and detail-oriented
Quality Assurance Analyst
to join our team. This role requires a bilingual individual with strong analytical and communication skills to ensure the quality and efficiency of our customer service operations.
Responsibilities:Quality Assurance:
Conduct thorough reviews of recorded calls, chats, and case management practices.Perform real-time quality monitoring and provide immediate feedback.Analyze customer satisfaction surveys and identify areas for improvement.Develop and maintain quality standards and procedures.Collaborate with team leaders to identify training needs and coaching opportunities.
Data Analysis:
Collect and analyze data from various sources, including call logs, case management systems, and customer surveys.Utilize advanced Excel skills to create insightful reports, dashboards, and presentations.Identify trends, patterns, and root causes of quality issues.Make data-driven recommendations to improve processes and customer experiences.
Cross-Functional Collaboration:
Work closely with offshore teams in the Dominican Republic to ensure consistent quality standards.Collaborate with team members and leaders to foster a positive and productive work environment.Communicate effectively with stakeholders at all levels.
Qualifications:
Required:
Bilingual (fluent in English and Spanish)Bachelor's degree in a related field2+ years of experience in quality assurance or a similar roleAdvanced proficiency in Microsoft Excel (pivot tables, charts, formulas)Strong analytical and problem-solving skillsExcellent communication and interpersonal skillsAbility to work independently and as part of a team
Preferred:
Experience with data analysis and visualization tools (e.g., Power BI, Tableau)Knowledge of contact center operations and customer service best practices
Additional Information:
Hybrid Work Arrangement:
Rotational one week per month in-office.Team-Oriented Culture:
Collaborative environment with a focus on continuous improvement.
If you are a highly motivated individual with a passion for quality and data analysis, we encourage you to apply.
$22.00 per hr.
Mon.-Fri 8am-5pm
Bachelors degree required
Job Summary
We are seeking a highly motivated and detail-oriented
Quality Assurance Analyst
to join our team. This role requires a bilingual individual with strong analytical and communication skills to ensure the quality and efficiency of our customer service operations.
Responsibilities:Quality Assurance:
Conduct thorough reviews of recorded calls, chats, and case management practices.Perform real-time quality monitoring and provide immediate feedback.Analyze customer satisfaction surveys and identify areas for improvement.Develop and maintain quality standards and procedures.Collaborate with team leaders to identify training needs and coaching opportunities.
Data Analysis:
Collect and analyze data from various sources, including call logs, case management systems, and customer surveys.Utilize advanced Excel skills to create insightful reports, dashboards, and presentations.Identify trends, patterns, and root causes of quality issues.Make data-driven recommendations to improve processes and customer experiences.
Cross-Functional Collaboration:
Work closely with offshore teams in the Dominican Republic to ensure consistent quality standards.Collaborate with team members and leaders to foster a positive and productive work environment.Communicate effectively with stakeholders at all levels.
Qualifications:
Required:
Bilingual (fluent in English and Spanish)Bachelor's degree in a related field2+ years of experience in quality assurance or a similar roleAdvanced proficiency in Microsoft Excel (pivot tables, charts, formulas)Strong analytical and problem-solving skillsExcellent communication and interpersonal skillsAbility to work independently and as part of a team
Preferred:
Experience with data analysis and visualization tools (e.g., Power BI, Tableau)Knowledge of contact center operations and customer service best practices
Additional Information:
Hybrid Work Arrangement:
Rotational one week per month in-office.Team-Oriented Culture:
Collaborative environment with a focus on continuous improvement.
If you are a highly motivated individual with a passion for quality and data analysis, we encourage you to apply.