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in North Las Vegas, NV

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About this job

Core Responsibilities:
Monitoring and analyzing the overall quality of Spanish and English inbound telephone calls to ensure the communication meets quality assurance standards set by the client.
Will document quality issues and performance measures for management review
Provide timely and efficient feedback on call quality, reporting as required
Other duties, special projects and responsibilities as assigned
Regular, consistent and punctual attendance
Must be able to work overtime as necessary
Besides the job related skills, a Quality Specialist also requires the following qualities:
Pleasant and friendly mannerism
Basic computer knowledge/technological skills- should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features, including familiarity of CRM solutions
Good verbal and oral communication skills- fast and correct typing, ability to create grammatically correct responses without any spelling errors. The person should also know what to write while utilizing web communication, be able to quickly recognize signals of a disgruntled customer and be able to escalate to management
Ability to comprehend, capture as well as interpret basic customer information
Ability to work independently utilizing decision making skills
Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
Punctuality
QA Experience in a call center required (minimum 6 months) OR 2 years minimum telecommunications (TV, Internet and Home Phone) experience required
Bilingual English/Spanish Required


Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, citizenship status, disability or veteran status.

Requirements

Looking for experienced, Quality Assurance specialists for monitoring and analyzing the overall quality of inbound/outbound telephone calls for a telecommunications company.