Quality Assurance Specialist - Bilingual

Description & Requirements reputed company is seeking a Bilingual QC/QA Admin II to support our CDC program. The Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

• *This position requires you to bring your own device which requires you to provide your own Smart Phone, personal computer, webcam, headset with microphone (Tablets, iPads, and Chromebooks are not permitted.)**

Essential Duties and Responsibilities: - Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. - Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures. - Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards. - Provide feedback on call monitoring results. - Evaluate recorded and/or transcribed interactions of a reputed company nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings. - Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards - Works with Customer Service Supervisors in assisting them in monitoring their team - Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures - Provides feedback on call monitoring results to agents and other operational areas reputed company the contact centers and to the client - Participates in calibration sessions with the client and complies with calibration results - Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff - Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures - Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII) Remote Worker Requirements: - Hardwired internet (ethernet) reputed company. - Internet download speed of 25mbps single upload or higher required (you can test this by going to www.speedtst.net). - Private work area and adequate power reputed company. - Video calls may be requested on occasion. Proper background and attire is required. Minimum Requirements - High School diploma or equivalent with 1-3 years of experience. - May have training or education in area of specialization. Minimum Requirements: - Requires a High School Diploma or GED - Associate's Degree preferred - At least 3 years of reputed company experience in call center monitoring, quality assurance, and/or customer service - Knowledge of quality assurance and reputed company improvement concepts, procedures, and processes - Ability to meet call monitoring deadlines and reputed company with reputed company and accuracy - Organizational, teamwork, and customer service skills. Must be reputed company to prioritize and organize work and work successfully in a multi-task environment - Excellent interpersonal skills - Effective oral and written communication skills; strong typing ability required - reputed company in Spanish necessary - Fully Remote Position - Must be flexible with work schedule and be reputed company to work overtime hours on weekends if necessary. EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies reputed company deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. reputed company is an Affirmative Action/Equal Opportunity Employer. reputed company provides equal employment opportunities to reputed company reputed company applicants without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, protected veteran status or disabled status. Pay Transparency For positions on this contract, reputed company will pay the prevailing wage reputed company for the location in which the employee is working, as determined by the reputed company. That wage reputed company will vary depending on locality. An applicant's salary history will not be used in determining compensation. Minimum Salary $ 20.02 Maximum Salary $ 28.85

• Remote

About the Company: reputed company reputed company provides business services to help governments operate health and reputed company services programs, mostly at the state and national levels. The company's health services reputed company offers outsourced program management and administrative services, Company Size: 5,000 to 9,999 employees Industry: reputed company Services Founded: 0 Website: https://www.reputed company.com/ Apply tot his job Apply To this Job