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Spanish Speaking Quality Assurance

hace 2 semanas

Montevideo, Uruguay JAC RECRUITMENT A tiempo completo

JOB RESPONSIBILITIES
- Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base and training material;
- Enhance employees’ skills, performance, productivity, and quality of work;
Monitor all inbound and outbound client communication channels according to the QA template; **Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions; ** Provide feedback and coaching to support on daily/weekly/monthly basis;
*
- Use all available reports to compile and track performance at department, team, and team member level;
- To prepare and analyze regional internal quality reports to QA Manager;
- Participate in calibration and ensure minimum variance from the team standard;
- To perform other tasks assigned by management.

JOB REQUIREMENTS
- Minimum of a Bachelor's degree Excellent command of the English language, with advanced writing proficiency;
- Excellent and native communication soft skills in Spanish or other relevant languages.
- Experience in financial services would be an added advantage.
- Previous experience in training delivery and quality assurance is preferred.
- Research, planning, organizing, time management and high level of administrative skill
- Problem solving skills and ability to adapt fast to change
- Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail

Pay: $U70,000.00 - $U96,000.00 per month

Ability to commute/relocate:

- Montevideo, Departamento de Montevideo: Reliably commute or planning to relocate before starting work (required)