Job Description
Position: Bilingual Quality Assurance Representative
Pay Rate: DOE
Experience Level: 3 years
Schedule:
Voluntary Benefits:
Company paid benefits:
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:
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.
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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