Job Description:
We are looking for a detail-oriented and motivated
Bilingual QA Analyst
(English/Spanish) to join our BPO team.
The ideal candidate will have at least 1 year of experience in quality assurance, with a strong focus on evaluating customer interactions, ensuring compliance with company standards, and contributing to continuous improvement initiatives.
Key Responsibilities:
- Monitor and evaluate customer service interactions (calls, emails, chats) for quality and compliance.
- Perform quality audits and provide feedback to agents to enhance performance and customer experience.
- Collaborate with operations and training teams to implement process improvements based on QA findings.
- Document quality issues, trends, and prepare reports for management.
- Ensure adherence to company policies, procedures, and customer service standards.
- Participate in coaching sessions and support agent development.
- Use QA tools and software to track and analyze quality metrics.
- Communicate effectively in both English and Spanish with agents and management.
Qualifications:
- Minimum 1 year experience in a QA role, preferably in a BPO environment.
- Bilingual proficiency in English and Spanish (verbal and written).
- Strong attention to detail and analytical skills.
- Good communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Familiarity with QA methodologies, tools, and customer service standards.
- Proficient in MS Office and QA software platforms.
Preferred:
- Experience with call monitoring and customer interaction evaluation.
- Knowledge of customer service and contact center operations.
If you are passionate about quality assurance and ready to contribute to a dynamic BPO environment, we'd love to hear from you