QA Analyst (Bilingual)

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

SUMMARY

The Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of ViaPlus call and contact center employees who deal with existing and potential customers. The QA Analyst will listen to and monitor inbound and outbound calls, review email responses to assess communication technical accuracy, evaluate customer service performance, and conformance to ViaPlus policies and procedures. The successful candidate will work closely with various departments to assess processes and recommend potential improvements.

MAJOR DUTIES AND RESPONSIBILITIES

The following items outline the major duties and responsibilities in addition, other duties may be assigned.

• Evaluate English and Spanish customer interactions to identify areas of service delivery that meet performance standards and areas that did not meet performance standards.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Assist in drafting quality assurance policies and procedures.
• Investigate customer complaints and customer service issues.
• Interact with operations during QA Calibration Sessions.
• Provide feedback in accordance with procedures to Quality Manager, Call Center Operations, and Call Center Leadership. Provide timely coaching requests to Supervisor to ensure continuous improvement.
• Participate in the design of call monitoring processes and scorecards.
• Use quality monitoring data to compile and track performance at team and individual level.
• Provide actionable data to various internal support groups as needed.
• Prepare and analyze internal and external quality reports for management staff review.
• Other duties may be assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong analytical and problem‑solving skills.
• Excellent communication skills, both written and verbal. (Bilingual Preferred)
• Meticulous attention to detail.
• Ability to develop, create, and utilize spreadsheet software (Microsoft Excel), and word‑processing software (Microsoft Word) daily.
• Strong organizational skills with ability to meet deadlines.
• Writes with proper grammar, punctuation, and professionalism.
• Experience performing quality audits.
• Familiarity with quality performance standards.
• Experience with QA procedures and tools.
• Demonstrates ability to work independently.
• Experience working with Quality Management Systems.
• Data analysis skills.

EDUCATION AND/OR EXPERIENCE

• 3+ years as Call Center Experience
• Quality Assurance Experience a plus
• Bachelor's degree in applicable field of study preferred or equivalent combination of education, certification and job experience may be considered.

PHYSICAL DEMANDS

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use the computer for an extended period; use a keyboard for typing; and talk and hear. The employee is required to have the ability to stand, walk, reach with hands and arm, stoop and kneel and travel in an airplane.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The typical noise level in the environment is usually moderate to low.

Some travel may be required.