Join the 411 Locals Team as a Bilingual QA Analyst!
411 Locals is on the lookout for a motivated and experienced Bilingual QA Analyst to join our dynamic team. If you're passionate about quality assurance and fluent in both Spanish and English, we want to hear from you!
About Us:
At 411 Locals, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.
Responsibilities:
Quality Improvement:
- Ensure adherence to call quality standards for accurate and objective evaluation and monitoring of agents.
- Collect, measure, analyze, review, and report data/behaviors to gauge quality levels, providing actionable feedback.
- Provide insights and analysis to the QA Team Lead to achieve quality assurance objectives and business excellence.
- Identify critical issues, potential threats, and trends affecting quality assurance, and recommend timely countermeasures and solutions.
- Collaborate with cross-functional teams to develop preventive, corrective, and improvement action plans.
- Participate in and facilitate effective team meetings to drive performance and meet key performance indicators.
Reports Management:
- Prepare and manage quality reports from call evaluations and monitoring for data analysis and management review.
- Send end-of-day, end-of-week, monthly, and quarterly QA reports highlighting performance trends, successes, opportunities, recommended actions, and relevant information to help teams meet performance targets and ensure operational excellence.
Communication Management:
- Communicate with other departments to gather or share critical information from evaluations.
- Ensure timely dissemination of new information to agents to maintain uniform understanding and adherence to standards.
Requirements:
- Minimum of 1 year of QA Contact Center experience
- Advanced proficiency in Spanish
- Advanced proficiency in English
Work Conditions:
- Remote Work from Home
- Work hours as per schedule, with potential for changes with advance notice. Presence outside regular hours may be required based on business needs.
If you're ready to make a meaningful impact and advance your career with a leading digital marketing company, apply for the Bilingual QA Analyst position at 411 Locals today!
Apply now and join a team that's committed to excellence!
