USA CLINIC SL is seeking a Contact Center Quality Assurance Specialist (Spanish Speaking) to join their team in Northbrook, IL. The role involves ensuring high-quality customer interactions and exceeding sales goals across multiple channels.
About the Role
As a QA Specialist, you will be part of the Call Center Support Team, working closely with internal stakeholders, vendors, and team members to ensure an unparalleled customer experience. Responsibilities include conducting call quality evaluations, reporting on quality findings, delivering coaching sessions, and updating quality scorecards. You will collaborate with leadership and cross-functional teams to define quality standards and conduct regular reviews to identify knowledge gaps.
About You
Required:
Fluency in English & Spanish.
Ability to meticulously review and assess call quality.
Proficiency in articulating feedback clearly and professionally.
Ability to analyze call data and performance metrics.
Understanding of call center workflows, metrics, and best practices.
Ability to manage multiple tasks and prioritize effectively.
Experience in providing constructive feedback and training agents.