Quality Assurance Specialist [Spanish Bilingual ONLY]

Job Summary:
The Quality Assurance Specialist (Call Center) is responsible for monitoring and evaluating client interactions, ensuring compliance with company policies, procedures, and standards. The role focuses on improving service quality by reviewing recorded calls, active calls, providing feedback to agents and management team, and identifying areas for improvement in communication and service delivery. The QA Specialist works closely with the department supervisors to enhance the overall customer experience.

Key Responsibilities:
• Monitor and review recorded or live phone calls to ensure adherence to quality standards.
• Evaluate customer service representatives' performance based on defined criteria, such as communication skills, problem-solving, adherence to scripts, and company policies.
• Provide detailed and constructive feedback to agents to improve performance and service quality.
• Identify recurring issues or trends in call handling and recommend improvements or training programs.
• Collaborate with team leads and trainers to develop training materials or sessions based on QA findings.
• Maintain and update QA documentation, including evaluation forms, performance metrics, and reports.
• Work with management to define and refine QA processes and standards to meet evolving customer service needs.
• Ensure that agents are adhering to regulatory compliance requirements and customer data protection policies.
• Track and report on key performance indicators (KPIs) related to call quality, such as first-call resolution, average handling time, and customer satisfaction.
• Participate in regular calibration sessions with the QA team to ensure consistency in evaluation.
• Assist in customer satisfaction surveys and feedback collection to ensure the continuous improvement of customer service.

Required Skills and Qualifications:
• Can speak both Spanish and English language.
• Experience in a call center or customer service environment.
• Previous experience in a QA or monitoring role is preferred.
• Strong understanding of customer service best practices and call center operations.
• Excellent listening skills and attention to detail.
• Ability to provide clear, actionable feedback to customer service representatives.
• Good analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively with teams.

Preferred Skills:
• Experience with customer service quality monitoring tools.
• Knowledge of customer satisfaction metrics such as CSAT, NPS, or CES.
• Experience in training or coaching customer service representatives.
• Familiarity with call center KPIs and reporting.

IMPORTANT NOTES:
- Open to work on a graveyard shift. Working hours: 8-5PM PST (11PM-8AM PH time)
- STRICTLY no current online job/work (send your updated resume. If currently employed, please provide a proof of your last day of employment)
- We are an on-cam (M365 Teams) policy while working and Activtrak will be installed. This is required.
- Please indicate your previous employer, especially law firms (No company name will not be entertained). Our interview hours are in PST timezone, expect to be scheduled in US time.

If you agree with all the terms above, please send your UPDATED resume/cv to ---------- for a quick response.