Bilingual Call Center QA Analyst

Job Summary

A company is looking for a Bilingual Call Center Quality Assurance Analyst.

Key Responsibilities

• Monitor, capture, and analyze call center performance through real-time and recorded calls
• Evaluate agent performance for adherence to guidelines and provide feedback
• Generate performance reports and recommend improvements for policies and procedures

Required Qualifications

• High school diploma or GED required
• Bilingual in English and Spanish required
• 1-3 years of call center call handling experience required
• 2-4 years of call center monitoring and analysis experience required
• Intermediate proficiency in Excel, Word, Outlook, Teams, and SharePoint required