Call Quality Auditor
S
Sourcepoint, a Firstsource companyBusiness Process Management
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Bilingual Spanish/English
- Required Skills
- Microsoft OfficeQuality Assurance
Requirements
- High School diploma, preferably some college.
- Previous experience in a Quality Assurance or Quality Auditor role.
- Call center experience.
- Bilingual proficiency in Spanish and English.
- Proficient use of computer systems including MS Office.
- Proven track record of quality work.
- Ability to recognize poor quality work or processes.
- Ability to collaborate with people to improve work output.
- Ability to provide constructive feedback to staff members.
- Strong organizational skills and attention to detail.
Responsibilities
- Identify, analyze, and improve quality to ensure delivery of SLA quality metrics.
- Perform audits, create and review quality reports, and analyze audit findings.
- Provide quality review and training for the development of employees.
- Collaborate with operations management and various departments to assess performance.
- Serve as a resource for employees and management regarding quality issues.
- Provide timely quality follow-through including audits and development sessions.
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