QA Analyst

hace 3 días

Tijuana, México CCSI A tiempo completo

OVERVIEW OF JOB**

QA will monitor and evaluate agent calls to ensure all procedures are being followed and gather information to help improve agent performance. Provide agents with feedback & coaching on opportunities, along with completing reports in excel. Internal & client calibrations and meetings.

**ESSENTIAL JOB FUNCTIONS**
- Creating and maintaining a QA format with operations to monitor calls and activities throughout the operation.
Track the performance and provide actionable data and feedback to call center agents.
- Monitor agent performance and activity within client tools.
**REQUIREMENTS**
- Attention to detail
- Effective communication
- Responsible
- Clean Kardex
- Multitask
- Result oriented
- Proactive to offer solutions and business recommendations
**QUALIFICATIONS**
- Microsoft Office Package
- Effective communication skills
- Excellent English writing skills
- **EDUCATION**
- High School Diploma or GED equivalent
**LANGUAGE SKILLS**
- Bilingual English/Spanish necessary.
Must be able to write detailed and summary reports.

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