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24-7 Intouch: Quality Assurance Analyst (Spanish/English Bilingual)

24-7 Intouch

This is a Full-time position in Clearwater, FL posted October 17, 2021.

About 24-7 Intouch24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.For more on our culture, follow the link to Our Story https://youtu.Be/a6CvsUKYN8g About the JobWe’re changing the way people think about customer service, and we need your help!We’re looking for a Quality Assurance Analyst (Spanish/English Bilingual) to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst (Spanish/English Bilingual), You Will…Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assignedRequirementsAs Quality Assurance Analyst (Spanish/English Bilingual), You Have…High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Must be fluent in Spanish and English, written and oralIntermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAbility to work a variety of shifts including days, afternoons, evenings and holidays By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his Her personal information for purposes relating to the application process and if hired, the employment relationship.Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.