Quality Assurance Specialist - Bilingual

JOB SUMMARY
This role is part of the Quality Assurance Team within the Operation Support department of Credit Services. Credit Services supports both internal and external customers utilizing various communication media to complete work tasks and processes involving collections, payment exceptions and refunds.
LOCATION
12238 Silicon Drive, Suite 129
San Antonio, Texas 78249
(near the intersection of IH-10 & De Zavala Road)
ESSENTIAL RESPONSIBILITIES OF THE POSITION

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Respond to online tickets requesting support towards resolution of customer needs, within established Service Level Agreements (SLA) standards.
• Respond to customer requests received through various media including email, letters and telephone.
• Identify methods to align processes and procedures to improve efficiency, quality, and compliance.
• Complete quality related tasks for Credit Services including including Field Collections, Recoveries, Compliance, SMB Collections, Payment Exceptions and Refund processing.
• Actively participate in training and coaching activities in order to improve service.
• Adhere to company policies and procedures; seek direction from leadership when uncertain of interpretation.
• Report to leadership process issues and other problems that negatively impact your ability to perform optimally.
• Identify and present to your leader any opportunities discovered that may offer individual or department improvement.

Perform other duties as requested by supervisor.
WHAT YOU'LL BRING TO SPECTRUM
Required Qualifications

• Experience: 2+ years of general experience in collections, customer service, or retail work environment
• Experience: 2+ years experience processing and resolving both routine and complex customer support requests
• Education: High school diploma or General Educational Development (GED) Certification
• Technical Skills: Knowledge of basic accounting/bookkeeping, mathematics, and general office procedures
• Skills: Bilingual (English and Spanish)
• Skills: Effective verbal and written communication
• Adherence: Available to work within the hours of operation. Consistent and punctual attendance.

Preferred Qualifications

• Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of variables.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Knowledge of and proven ability to work with electronic order entry systems.
• Possess effective verbal, written and interpersonal communication skills to communicate effectively and professionally with internal and external customers.
• Effective accuracy and problem-solving ability.
• Ability to perform effectively in a fast-paced multi-tasking environment.
• Ability to make sound business decisions.
• Proficient to expert knowledge of Microsoft Office applications and Smartsheet.
• Work history of accountability and dependability.

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company.
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.
• Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career.
• Total Rewards: .

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CCO155 2025-55180 2025
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
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