Spanish Bilingual Quality Assurance Analyst (New Program!)

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience.

Job Description:

Position: Spanish Bilingual Quality Assurance Analyst (New Program!)

Location: Port St. Lucie, FL (On-Site)

Pay and Benefits: The pay rate is $18.00/hour.

Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Generous Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more! 

Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.

Hours: The training schedule for this program will be 9 am- 6 pm.

Job Summary:

• Working primarily with agents and supervisors the Quality Assurance Analyst will be responsible for monitoring interactions to ensure the needs of the customer and client are met on every interaction. 
• Responsible for conducting internal monitoring based on company and daily quotas.
• Inform of any suspicious or malicious behavior detected during monitoring

Key Responsibilities and Accountabilities:

• Learn and maintain an up-to-date understanding of Client expectations for agent call handling
• Apply Client expectations to the accurate "grading" of monitored agent calls;
• Provide effective feedback regarding agent performance on monitored calls, identifying both areas of good performance and opportunities for improvement.
• Accurately input the results (score) of all calls monitored into the appropriate database;
• Follow all guidelines regarding communicating quality performance to the appropriate individuals, including Quality Department Management, Supervisors and Operations Management
• Identify performance trends and provide recommendations for Quality improvement to Quality Department Management
• Participate in internal QA and Operation calibrations and focus groups
• Complete end-of-shift reporting as directed by QA Supervisor
• Performs other related duties and assignments as required.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Ensure all Teleperformance ARM policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance ARM Management immediately.

Requirements:

• Spanish bilingual required
• High School education or equivalent
• Previous call center and/or quality assurance experience a plus
• Must have experience with MS Office
• Strong communication skills (verbal and written communications)
• Must demonstrate honesty, reliability, ability to follow QA directives and attention to detail

#ZRA1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. AllianceOne is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation please email us at [email protected].

Questions?

• Please review our privacy notice available at the following www.allianceoneinc.com/careers
• For additional information on AllianceOne visit our website at www.allianceoneinc.com