Call Center Bilingual Quality Analyst

1 week ago

Tucson, United States VXI Global Solutions Full time

VXI Global Solutions (VXI) is a leading provider of business process and information technology outsourcing services for companies. We specialize in call center and BPO services, software development, quality assurance testing, and infrastructure outsourcing. We are a passionate team with a singular focus: designing, creating and delivering exceptional customer experiences and operational excellence. We live by our "Passion for People" commitment.

At VXI, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when skilled people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire.

The Contact Center Bilingual Quality Analyst (QA) is responsible to assure the professionalism, productivity, and quality are maintained and continually improved throughout ever call taken by our account associates. It is charged with monitoring and assessing call center customer service calls for quality, efficiency, and performance. The QA will monitor inbound/outbound calls and assess associate's demeanor, technical accuracy, customer service/sales performance, conformity to company policy and procedures.

**Job Functions**
- Experience in quality assurance for phone-based programs.
- Excellent written and verbal communication skills;
- Client Services skills and experience running strategic projects w/ cross-functional teams;
- A self-starter with creativity, energy, and a passion for driving consumer product success
- Experience in objection handling, value-adding, etc.
- Experience in coaching agents on an ongoing basis & manage outliers to in spec/exceeds expectations standards
- Implement and give feedback on insights derived from quality reporting
- Keep a pulse on the agent's knowledge and skill gaps, providing alternatives to solving them
- Keep up to date and proficient in the client's voice and products
- Experience in quality training and program development
- Heavy interest in technology and the digital/media industry
- Experience and passion for providing feedback through coaching and hands-on learning experiences
- Proven track record of independently working with timelines and success measures
- Must be able to multi-task and keep on track in a fast-paced, ever-changing environment
- Basic reporting in Excel
- Business-oriented mindset

**Key Qualifications**
- BA/BS degree or over 2 years of relevant experience
- Experience working with direct consumers in a B2C environment
- Routinely demonstrates listening skills and is attentive to client's needs.
- Skilled at employee engagement
- Maintains composure across a variety of customer and peer interactions
- Embodies approachability with peers and customers alike
- Delivered consistent results in previous roles
- Ability to multi-task and navigate multiple, different workstreams and tools
- Ability to work independently with limited supervision
- Willingness and ability to appear on live video with co-workers
- Ability to type in excess of 45 WPM with 95%+ accuracy

Full Time

Pay: $19.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Vision insurance

Shift:

- 8 hour shift

Work setting:

- In-person

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Customer Service: 2 years (preferred)
- Quality assurance: 1 year (required)

**Language**:

- Spanish (required)
- English (required)

Ability to Relocate:

- Tucson, AZ 85756: Relocate before starting work (required)

Work Location: In person

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