Job Description

Job Description

Job Description

Position: Bilingual Quality Assurance Representative

• 3-6 months onsite, hybrid afterwards
• Length of assignment: 6 months or more depending on business needs
• Work Setting: Call Center
• Must be located in El Paso, TX
• Equipment is provided
• Must have a quiet environment to work from home
• Stable and reliable internet connection
• Must pass a Drug Screen /Background Check

Pay Rate: DOE

Experience Level: 3 years

Schedule:

• Monday-Friday (No Weekends)
• Mandatory Overtime during peak season or depending business needs
• 8:00am-6:00pm

Voluntary Benefits:

• Dental insurance
• Health insurance
• Paid training
• Vision insurance
• Major Medical

Company paid benefits:

• Life Insurance
• Vacation Pay
• Holiday Pay

Key Responsibilities:

• Offer constructive feedback to agents, focusing on areas for improvement and highlighting strengths.

• Developing and Maintaining Quality Standards:

  Contribute to the development and maintenance of quality standards, rubrics, and guidelines for agent performance.

• Ensuring Compliance:

  Verify that agents adhere to company policies, procedures, and regulatory requirements.

• Tracking and Reporting Quality Metrics:

  Monitor key quality metrics (e.g., customer satisfaction, call resolution time) and report on trends and performance.

• Contributing to Process Improvements:

  Identify opportunities for process improvements that can enhance customer experience and agent efficiency.

• Participating in Training and Development:

  Contribute to the development and delivery of training programs to improve agent skills and knowledge.

• Monitoring and Evaluating Customer Interactions:

  Listen to recorded calls, review transcripts, and observe live interactions to assess agent performance against established quality standards.

• Identifying Areas for Improvement:

  Analyze interactions to pinpoint areas where agents struggle, processes need optimization, or training is required.

Skills and Qualifications:

• Strong Listening and Communication Skills: Ability to effectively listen to and communicate with agents and customers.
• Six Sigma Certification is a plus
• Attention to Detail: Ability to identify subtle nuances in interactions that may indicate quality issues.
• Problem-Solving Skills: Ability to identify and address issues that impact customer experience and agent performance.
• Knowledge of Customer Service Principles: Understanding of best practices in customer service and quality assurance.
• Experience in Call Center Operations: Familiarity with call center technology, processes, and metrics.
• Ability to Use Quality Assurance Software: Proficiency in using tools for monitoring, evaluating, and reporting on quality.
• Coaching and Mentoring Skills: Ability to provide constructive feedback and guidance to agents.

The Job Connection-Your employment Source.
EOE/ NO FEE
The Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies.
The Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect.

Company Description

The Job Connection-Your employment Source. \r\nEOE/ NO FEE\r\nThe Job Connection was established in January 2000 as a Texas Corporation and is a 100% El Paso owned and operated independent staffing agency. Our firm specializes in temporary staffing, temp to hire staffing, professional recruiting and on-site management. We supply interim and direct hire staff to companies in varying industries from mid-size businesses to Fortune 500 companies. \r\nThe Job Connection has a number of satisfied clients and candidates. Our key personnel have over 70 years combined staffing industry experience and are committed to delivering quality customer service and support that their clients have come to expect.

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