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Bilingual Quality Assurance Analyst

2 months ago

Washington, Washington, D.C., United States UPSLOPE ADVISORS, INC Full time
Job Overview

Salary:
UpSlope Advisors is seeking a talented Bilingual Quality Assurance Specialist to enhance our operational excellence. This role involves monitoring and assessing inbound communications, including calls and chat interactions, to evaluate the technical accuracy and customer service performance of contact center representatives. The ideal candidate will contribute to the development and implementation of quality assurance processes, while also recommending improvements to training materials to elevate the overall customer experience.

Key Responsibilities:

  • Collaborating in the design of monitoring forms and quality benchmarks.
  • Conducting evaluations of calls and chats, providing trend analysis.
  • Utilizing quality monitoring data management systems to track performance metrics at both team and individual levels.
  • Identifying significant performance issues at both individual and team scales.
  • Overseeing customer service interactions.
  • Engaging in listening initiatives to discern customer needs and expectations.
  • Delivering actionable insights to management as required.
  • Assisting in the coordination and facilitation of quality calibration sessions for contact center personnel.
  • Providing constructive feedback to QA leads, team leaders, and QA managers.
  • Preparing and analyzing quality reports for review by management staff.

Qualifications:

  • Proven experience with contact center quality assurance methodologies, forms, and scoring techniques.
  • Strong analytical skills with the ability to interpret data and formulate recommendations.
  • Experience in data analysis, visualization, and report preparation to communicate findings effectively.
  • Exceptional analytical and research capabilities, with a keen eye for detail to assess accuracy.
  • Bilingual proficiency in English and Spanish, with native-level fluency in both languages.
  • Excellent reading, writing, and editing skills in both English and Spanish.

Security Requirement:

  • No specific security clearance required.

About Us:
UpSlope Advisors is a distinguished 8(a) professional engineering services firm dedicated to providing expert technical and programmatic support to the US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. We prioritize a 'Mission First / People First' philosophy, recognizing that our success is rooted in our people. Our workforce is integral to our clients' missions, and we are committed to fostering both personal and professional growth. At UpSlope, we take pride in offering a competitive benefits package and a supportive work environment that empowers our employees to excel.