Bilingual Call Center Quality Analyst
hace 2 días
B9 is a FinTech company that offers a full suite of app-based financial services to "unbanked" workers in the U.S. who are underserved by traditional banks, often first - and second-generation immigrants. We are hiring motivated and experienced bilingual Quality Analyst manager for a remote position. As a Quality Analyst Manager, you will be joining our amazing Customer Success team and will be reporting to our COO and working hand to hand with the OP Supervisor. You will predominantly be responsible for leading the Quality, Training, and Learning strategy whilst also supporting the Customer Support Operation to deliver the fabulous customer experience. **What You’ll Be Doing** Quality Assurance: Conducting thorough and comprehensive quality assurance checks on products, services, and processes to identify any deviations or issues. This includes analyzing data, performing audits, and implementing corrective actions. Compliance Monitoring: Monitoring adherence to quality standards, industry regulations, and company policies. Identifying gaps or non-compliance areas and recommending appropriate measures for improvement. Process Improvement: Collaborating with cross-functional teams to identify areas for process improvement and implementing best practices. Participating in process reviews, root cause analysis, and developing action plans to enhance quality and efficiency. Documentation and Reporting: Maintaining accurate and up-to-date documentation of quality processes, procedures, and findings. Generating regular reports and presenting findings to stakeholders, highlighting areas of concern and improvement opportunities. Training and Support: Providing training to new agents and up-training to current agents. Support team members on quality standards, procedures, and tools. Promoting a culture of quality awareness and fostering a customer-centric mindset across the organization. Training new waves. **Qualifications**: - Education: Bachelor’s degree required - 2 or more years relevant experience in Call Center - Previous experience conducting training courses and call center quality audits - Software Knowledge: Microsoft Office, Zendesk is preferrable - Proficiency in English - Experience working in a fast growing and dynamic environment/company. - Easily adapting to new procedures and workload. **Key skills**: - Highly self-motivated, proactive and organized - Technical and analytical with ability to convert data into insights - Effective interpersonal and presentation skills - Creative approach to training and a desire to make learning interactive - Attention to detail - Excellent communication skills (verbal and written) - Coaching, training and development - Customer obsessed and resolution focused - A friendly and professional demeanor - Problem solving and thinking outside the box **Salary is negotiable.** **Starting salary of $850 USD during probation and $1100 after probation.** **CV in English.** **You have to be based in Mexico.** Pay: $15,000.00 - $19,800.00 per month **Experience**: - QA: 1 year (required) - Training: 1 year (preferred) **Language**: - English (required) Work Location: Remote
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