Quality Assurance Analyst - Spanish

Global Services; Pune District; Sur place; INR 350 000 - 550 000; Plein temps

Résumé du poste

Global Services is seeking a Quality Assurance Analyst with Spanish proficiency to ensure top-tier quality in voice services. The role focuses on call audits, feedback, and process improvements to boost customer satisfaction.

The ideal candidate will conduct audits, analyze recordings, and collaborate with operations to implement QA initiatives, while maintaining thorough documentation and adherence to industry best practices.

Qualifications

• Experience in QA for voice services.
• Spanish proficiency required.
• Strong analytical skills.
• Attention to detail and ability to work independently.
• Effective written and spoken communication.

Responsabilités

• Conduct regular audits of voice calls to assess quality and compliance with standards.
• Analyze call recordings and provide detailed feedback to improve service delivery.
• Collaborate with operations to identify improvements and implement quality initiatives.
• Prepare and present quality reports highlighting trends and areas needing attention.
• Ensure QA processes are documented and followed.
• Stay updated with industry best practices and incorporate them into QA framework.

Connaissances

Quality Assurance

Call Auditing

Spanish

Analytical

Detail-oriented

Communication

Description du poste

We are seeking a dedicated Quality Assurance Analyst with proficiency in Spanish to join our team. The ideal candidate will be responsible for ensuring the highest standards of quality in our voice services through meticulous call audits and quality assessments. This role is crucial in maintaining our commitment to excellence and enhancing customer satisfaction.

Key Responsibilities

• Conduct regular audits of voice calls to assess quality and compliance with established standards.
• Analyze call recordings and provide detailed feedback to improve service delivery.
• Collaborate with the operations team to identify areas for improvement and implement quality enhancement initiatives.
• Prepare and present quality reports to management, highlighting trends and areas needing attention.
• Ensure that all quality assurance processes are documented and adhered to.
• Stay updated with industry best practices and incorporate them into the quality assurance framework.

Required Skills

• Strong understanding of quality assurance principles and methodologies.
• Experience in call auditing and voice quality assessment.
• Proficiency in Spanish, both written and spoken, is essential.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to work independently.
• Effective communication skills to convey findings and recommendations clearly.