Bilingual Training and Quality Assurance Specialist

Bilingual Training and Quality Assurance Specialist

Inframark, LLC | Katy, TX, 77491, US
Salary Range:$45,000 – $79,000 Salary range estimated by Zippia

Posted 3 days ago

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Description

Job Description

The Bilingual Training and Quality Assurance Specialist will be responsible for training and assessing the quality of the performance of our call center team who communicates with our internal and external customers. The TQAS will monitor inbound and outbound calls and email responses to assess team member demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to serve our customers better.

**PRIMARY RESPONSIBILITIES**

+ Facilitate customer service material training to new hires and refresher training as needed

+ Monitor and document call and email communication quality in support of the company and departmental quality goals and initiatives

+ Locate and transcribe calls as requested for verification

+ Review and update training manuals & call monitoring forms

+ Participate in design of call monitoring formats and quality standards

+ Use quality monitoring data management system to compile and track performance at team and individual level

+ Document training and call quality results to provide feedback and trend data to the Supervisors and Manager as required

+ Verify agents are providing accurate solutions to customers

+ Ensure agents are delivering a high level of customer service through the use of call driver analysis and other data tools

+ Create Training Alerts/Reminders as needed for CS Team

+ Conduct calibration sessions with supervisors and management

+ Other duties as assigned.

**EDUCATION, EXPERIENCE AND SKILLS**

**_Education/Experience_** : High School Diploma or GED. 2-4 years related experience. Bachelor's degree a plus.

**_Technical_** : Intermediate proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing; Familiar with rate orders & contracts.

**_Communication_** : Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback. Communicates detailed information.

**_Problem Solving & Quality_** **:** Pays attention to detail. Identifies & solves complex issues. Escalates issues accordingly; Checks work for quality. Shares suggestions to improve quality & productivity. Identifies, solves complex issues.

**_Managing For Results_** : Works independently with minimal supervision. Takes projects to completion. Follows all company policies & SOPs. Manages multiple tasks, projects & priorities. Demonstrates flexibility in workflow & scheduling. Demonstrated ability to train and develop new and existing support to agents.

**_Leadership & Initiative_** _:_ Demonstrates a positive attitude. Ability to maintain confidential information. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for leadership & development. Trains others. Takes charge in absence of supervisor.

**PHYSICAL DEMANDS**

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.

Requirements

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.