QA Analyst

hace 3 días

Tijuana, México Call Center Services International S.A. de C.V. 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.

**Salary**: $4,000.00 per week

Ability to commute/relocate:

- Tijuana, B.C.: Reliably commute or planning to relocate before starting work (preferred)

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