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Job details
 
Company: Tier4 Group
Job Title: Bilingual Quality Assurance Analyst
Job Category: Customer Service/Support/Call Center
Job description:  
Are you a bilingual QA Analyst (Spanish/English) who has strong leadership and communication skills, while assessing the quality performance of call center associates who interact with existing and potential customers?


Serving as a QA Analyst you will be responsible for monitoring inbound and outbound calls and chat responses to assess associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. You will also be responsible for assisting 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 customer experience.


This is a full-time permanent opportunity that is located in Atlanta, GA with a hybrid schedule, with competitive compensation, while offering a strong comp package (base + bonus) and terrific benefits. This company services nearly 80% of homes throughout the US and plans on expanding even more by the end of 2022 and is a Best Places to Work award winner!



Requirements

· Bachelor’s degree in a related field

· Performs call monitoring and provides trend data to internal and external stakeholders

· Experience using quality monitoring tools with basic voice analytics to target monitoring sets

· Experience participating in customer and client listening sessions

· Experience providing actionable data to various internal support groups as needed

· Experience coordinating and facilitating call calibration sessions for a call center staff

· Prepares and analyzes internal and external quality reports for management staff review

· Bi-lingual (Spanish and English) - presentation skills efficiency


If you are seeking an opportunity to advance your career as a QA Analyst with a company certified as a “Great Place to Work in 2020 and 2021”, please apply for immediate consideration!
Skills:  
Call Center
Quality Assurance
Employment type:
  • Full Time
Salary Range: Unspecified
Job Link: You must first register to view this information.
 
Other Information
 
Degree: Bachelors
Experience (year): 0
Job Location: Atlanta - Georgia - USA
Zipcode: 30328
 
Post Date: 11/16/2022
 
Contact Information
 
Company: Tier4 Group
Contact Name: Tier4 Group
 
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