Bilingual Quality Assurance Analyst

2 weeks 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 operations. This role involves monitoring and assessing inbound communications, including calls and chats, to evaluate the technical accuracy and customer service skills of contact center representatives. The ideal candidate will contribute to the development and implementation of quality assurance processes, ensuring adherence to organizational standards and enhancing the overall customer experience.

Key Responsibilities:

  • Collaborating in the design of monitoring forms and quality benchmarks.
  • Conducting evaluations of calls and chats, providing insightful trend analysis.
  • Utilizing quality monitoring data management systems to track performance metrics at both team and individual levels.
  • Identifying significant performance issues and trends within the team.
  • Overseeing customer care interactions to ensure quality standards are met.
  • Engaging in listening initiatives to discern customer expectations and needs.
  • Delivering actionable insights to management as required.
  • Facilitating quality calibration sessions for contact center personnel.
  • Providing constructive feedback to QA leads and contact center supervisors.
  • Preparing and reviewing internal and external quality reports for management assessment.

Qualifications:

  • Proven experience in contact center quality assurance methodologies and practices.
  • Strong analytical skills with the ability to interpret data and formulate recommendations.
  • Experience in data analysis, visualization, and report preparation.
  • Exceptional analytical and research capabilities to evaluate detailed information.
  • Bilingual proficiency in English and Spanish, with native-level fluency in both languages.
  • Excellent reading, writing, and communication skills in both English and Spanish.

Security Requirement:

  • No specific security clearance required.

About UpSlope Advisors:
UpSlope Advisors is a professional engineering services firm dedicated to providing exceptional technical and programmatic support to the US Intelligence Community, Department of Defense, and Federal agencies. Our philosophy, 'Mission First / People First,' emphasizes the importance of our employees in achieving client success. We are committed to fostering an environment that promotes personal and professional growth, offering a competitive benefits package and a supportive workplace culture.

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