National Quality Assurance Specialist (Bilingual) - Full-time / Part-time

Summary:

Summary: DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we've been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn't enough. Our Fortune 200 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus. Come explore the big picture with us!

Our 11 U.S.-based Customer Service Centers provide award-winning, world-class customer service to millions of customers, 24-hours a day, 7-days a week. Our Customer Service and Technical Service Representatives, as well as our Sales Representatives, strive to consistently delight our customers by providing them with quality experiences.

Job Duties and Responsibilities:

The Quality Assurance Specialist is responsible for all Quality Assurance training and execution in the specific call center. Other responsibilities include, but are not limited to, the monitoring of call center agents, provision of call trends, calibration of call center management and setting quality expectations.

Job Duties and Responsibilities:

• Assist with the development, implementation and maintenance of quality assurance guidelines and setting of relating policies and procedures in an effort to ensure 100% customer/client satisfaction.
• Monitor and evaluate the quality of incoming and outgoing calls.
• Provide accurate, consistent and fair evaluations along with motivational feedback.
• Collectively work with management to communicate quality of work measurements and recommend improvements.
• Compile data to develop reports that outline service strengths and weaknesses.
• Identify Customer Service Center (CSC) attributes and developmental needs for the Customer Service Representative (CSR).
• Offer strategies that improve the areas of opportunity for CSR.
• Maintain database to track results of monitoring campaigns.
• Participate in the presentation of the quality process to new hires and coaches.
• Participate in weekly calibration sessions to ensure a high level of consistency throughout the call center.
• Take calls for a minimum of 4 hours per week.
• Monitor heavy volume of calls on agents within first 60 days of employment.
• Monitor low performing agents as requested by call center management.
• Successfully perform additional duties as assigned.
• Other duties as required.
  
  This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.

Skills - Experience and Requirements:

Education and Experience: High school diploma or GED; and two years of related experience and/or training; or equivalent combination of education and experience.

Skills and Qualifications:

• Above average competence in call requirements and sustained quality on the phones.
• Strong analytical and decision making abilities.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Bilingual in Spanish and English.

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