Bilingual Quality Analyst (EN/SP) – Remote QA & Audits

Visa Hunt; United States; Remote; USD 50,495,000 - 68,315,000; Full time

Job summary

Firstsource is hiring for a Remote Quality Auditor/Trainer who will deliver orientation and ongoing training for call center personnel, focusing on soft skills, supervisor, process and product training.

The role conducts daily quality audits, prepares reports, supports managers with improvements, and assists training with manuals. Requires high school diploma, bilingual English/Spanish, and call center experience.

Qualifications

• High school diploma or equivalent.
• Fluent in English and Spanish (verbal and written).
• Previous call center experience required.
• Knowledge of quality concepts, terminology, and objectives.
• Knowledge of MS Office (Word, Excel and Access) required.
• Thorough knowledge of call center areas and daily duties of personnel.
• Proficiency in the online tools required for the position being audited.
• Excellent verbal and written communication skills.
• Excellent customer service, problem solving, organizational, and multi-tasking skills.
• Strong analytical skills and the ability to see trends and patterns in data.
• Ability to work both independently and in a team environment.

Responsibilities

• Performs daily quality audits of the call center and/or operations personnel including monitoring of calls and other correspondence.
• Conducts audits of production activities within the group (payments, returns, rejects).
• Provides accurate and timely quality monitoring reports and feedback to managers.
• Monitors audit schedule to ensure compliance with the plan.
• Recommend policy/plan updates based on trends.
• Assists in evaluating quality audit disputes.
• Assists training specialists with updates to manuals and aids and may assist with training.
• Consults with senior staff on non-complex projects to learn through experience.
• Other related duties as needed.

Skills

Bilingual English/Spanish

MS Office

Quality concepts

Call center knowledge

Excellent communication

Analytical skills

Independent & teamwork

Education

High school diploma

Tools

Word

Excel

Access

Job description

Firstsource is hiring for a Remote Quality Auditor/Trainer who will deliver orientation and ongoing training for call center personnel, focusing on soft skills, supervisor, process and product training.

The role conducts daily quality audits, prepares reports, supports managers with improvements, and assists training with manuals. Requires high school diploma, bilingual English/Spanish, and call center experience.