Description |
The Bilingual Quality Control Analyst will provide quality control for Spanish-speaking bilingual agents, evaluating between 2% and 5% of total transactions This position will also be responsible for analyzing data and identifying trends, and working with operational teams to develop training improve agent quality scores and mitigate top service issues. The ideal candidate will be an individual who is organized, detail-oriented,, able to communicate well with others, and has excellent analytical and quantitative skills. Key Responsibilities: Evaluating weekly between 2% and 5% of total Spanish-language support contacts Identifying and quantifying quality control trends Providing quality and training feedback to key operational stakeholders Developing and delivering small training initiatives to address top quality control issues for existing agents. Completing deep-dive analyses of overall quality and operational trends,to help improve team compliance and overall customer experience Championing new quality and training processes based on analysis conducted. Acting as a quality subject matter expert for other members of the Quality Control Team and operational trainers. Other duties as assigned Requirements: Spanish fluency required listening, reading, writing, and speaking. Fluency or experience in another language specifically German, French, Italian or Portuguese a strong plus, but not required. Bachelors degree preferred. Approximately two years experience in at least one of the following required: o data analysis o process improvement o operational training o Customer service and / or contact center Comfort presenting to and training small-to-medium sized groups required. Intermediate Microsoft Office skills (particularly MS Excel and MS PowerPoint) required. Experience with any of the following tools or an equivalent tool a plus, but not required: o Cisco or Calabrio products o SQL o MS Access o Salesforce.com CRM Rosetta Stone Ltd. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, state or local laws.
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Requirements |
See job description.
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