Bilingual Quality Assurance Analyst
hace 3 semanas
**Summary**
Svelte Training, a US company, who’s been around for more than 10 years is looking for excellent home based Bilingual Quality Analyst.
Through the years, it has grown from a private fitness service into a global health, wellness, and media company that serves millions of clients worldwide. From health and fitness e-books to high-end supplements and skin care Svelte delivers products that help people live their best lives.
If you care about improving people’s lives and you love support, then you are in the right place.
**Success Criteria**:
We are seeking an individual to play a crucial role in ensuring that processes and services meet established quality standards. Someone responsible in monitoring and evaluating the performance of customer service representatives or agents to ensure adherence to company policies, procedures, and client requirements.
**Qualifications**:
- Minimum of 2 years of QA experience.
- Outstanding proficiency in bilingual communication, encompassing both written and verbal abilities.
- Strong organizational and multitasking abilities.
- Capability to manage sensitive information discreetly.
- Aptitude for creative and strategic thinking.
- Highly desirable prior coaching experience.
- Capable of receiving instructions from management and ensuring diligent follow-up.
- Robust support skills and the ability to thrive under pressure.
- Flexible availability to work on various schedules.
- Backup Wifi
**Duties and Responsibilities**:
- Collaborates with the training team to offer feedback aimed at enhancing overall performance quality.
- Actively participates in call calibrations, working closely with clients and operations team experts on product support, escalations, and verifications.
- Coaches and develops agents in areas such as quality, customer satisfaction, and adherence to account policies and procedures.
- Serves as an expert in all aspects of quality excellence, emphasizing continuous improvement in operating results and addressing root causes.
- Generates reports and provides updates on quality metrics.
- Offers recommendations on quality parameters and implements changes as necessary in consultation with Operations and the Management Team.
- Defines quality parameters for agents and outlines areas for improvement.
- Performs additional duties as assigned.
Pay: From $15,400.00 per month
**Experience**:
- Call Center: 3 years (required)
- Bilingual Quality Analyst: 2 years (required)
- Speaking English: 1 year (required)
**Language**:
- English fluently (required)
Application Deadline: 10/03/2024
Expected Start Date: 11/03/2024
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