Bilingual Call Center Quality Assurance Analyst

Hireology; Lakeland (FL); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

401k

Full health care

Dental

Vision after 60 days

Job summary

Hireology is seeking a Quality Assurance professional in Lakeland, FL to listen to Call Center Agents and ensure adherence to guidelines. The role requires strong listening skills, attention to detail, and a growth mindset.

Bilingual Spanish support is a plus, with duties including feedback, calibration calls, and performance updates to leadership. Full-time position with benefits including 401k and comprehensive health care after an initial period.

Qualifications

• Strong listening and communication skills.
• Extreme attention to detail.
• Growth mindset, trainable and open to new skills.
• Track performance and provide updates to senior management.
• Ensure accurate, courteous information to customers.
• Provide feedback via call recordings and calibration calls.
• Identify and recommend procedural improvements.

Responsibilities

• Listens to calls to ensure agents follow guidelines.
• Monitors performance and updates monitoring forms daily.
• Ensures customers receive accurate, courteous information.
• Provides feedback to team leaders and managers via recordings.
• Participates in calibration calls and identifies improvements.

Skills

Listening and communication

Attention to detail

Growth mindset

Performance tracking

Customer service focus

Feedback & calibration

Procedural improvement

Bilingual Spanish

Education

High School Diploma or equivalent

Job description

Hireology is seeking a Quality Assurance professional in Lakeland, FL to listen to Call Center Agents and ensure adherence to guidelines. The role requires strong listening skills, attention to detail, and a growth mindset.

Bilingual Spanish support is a plus, with duties including feedback, calibration calls, and performance updates to leadership. Full-time position with benefits including 401k and comprehensive health care after an initial period.