Bilingual QA Analyst: Elevate Call Center Quality

ViaPlus; Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

ViaPlus in Austin, Texas is seeking a Quality Assurance Analyst responsible for evaluating calls and email responses of contact center employees. The role requires strong analytical skills, attention to detail, and experience in quality assurance and call center environments.

The successful candidate will prepare performance reports, provide actionable data, and contribute to the improvement of processes and service delivery standards. This position incorporates team collaboration and a focus on customer satisfaction.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience performing quality audits.

Responsibilities

• Evaluate customer interactions to identify service delivery standards.
• Recommend and implement corrective actions for quality assurance.
• Prepare quality reports for management review.

Skills

Analytical skills

Communication skills

Attention to detail

Organizational skills

Data analysis skills

Education

Bachelor's degree in applicable field

3+ years Call Center Experience

Tools

Microsoft Excel

Microsoft Word

Job description

ViaPlus in Austin, Texas is seeking a Quality Assurance Analyst responsible for evaluating calls and email responses of contact center employees. The role requires strong analytical skills, attention to detail, and experience in quality assurance and call center environments.

The successful candidate will prepare performance reports, provide actionable data, and contribute to the improvement of processes and service delivery standards. This position incorporates team collaboration and a focus on customer satisfaction.