Bilingual Quality and Training Specialist
Bilingual Quality and Training Specialist
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Job Description
The primary role of the Training and Quality Assurance Specialist is to work with the
training and quality team to support Contact Center and Client Teams training activities as well as
monitor and analyze the overall quality of all multichannel customer contacts. Develop and
periodically review and implement project-specific and Standard Operating Procedures (SOP) training
for new and existing Customer Service Representatives (CSR). Overall the role of the training and
quality team is to drive success for each representative and achieving success for each individual
should be the sole focus and goal. Must be fluent in both English and Spanish.
Job Duties:
Responsible for developing and documenting client operating procedures; creating CSR and
facilitator training program materials skills assessments leadership training as well as a
variety of other training needs the client and/or company need.
Must handle contacts and complete required phone time in order to stay
up-to-date on directives and processes.
Conduct and regularly review contents of training including soft skills general customer
service skills listening skills de-escalation skills sales training contact center policies and
procedures leadership skills etc.
Manage and coach CSR during new hire training process to adhere to NET policy and procedures
while documenting performance issues as appropriate.
Develop and conduct education courses for existing CSRs to help
prepare them for advancement roles.
Conduct post-training monitoring of CSRs multichannel customer contacts
and provide feedback.
Conduct ongoing monitoring of CSRs multichannel customer contacts
and provide feedback.
Create and use trending data from Quality Assurance Operations and other functional areas to
create and improve performance; create one-on- one or group trainings to resolve training
discrepancies and communicate quality performance internally and to client.
Evaluate training requirements and establish training agenda goals/completion
milestones.
Participate in and conduct Train the trainer.
Assist in selection process of potential candidates
Schedule and facilitate quality calibrations with clients.
Attend client meetings as required.
Assist in development of client Quarterly Business Reviews.
Work with team to develop and facilitate motivational activities for CSRs.
Provide assistance in developing cross-departmental training materials and SOPs as
required.
Responsible for branding of documents and management of document branding.
Monitors CSR calls/contacts and review for accuracy of information and handling
standards
Verifies CSR are providing accurate solutions to customers
Records evaluations utilizing departmental quality and monitoring processes
Prepares and analyzes quality reports for issues trends and proactively identifying
opportunities for improvement and success
Actively participates in the design and quality monitoring processes and procedures
Creates and maintains a positive customer relationship including problem solving/resolution
interfacing with others and establishing new relationships
Provides timely and efficient feedback on all contact quality
Maintain professional composure during collaboration sessions and other client
interactions
Research required information and resolve inquiries using available
resources
Perform other duties as assigned.
Skills:
Excellent verbal written and interpersonal communication skills.
Outstanding customer service skills and dedication to providing exceptional customer
care.
Must be self-motivator and self-starter.
Must be able to work well under pressure and meet deadlines.
Focus on quality and customer service.
Solid time management skills.
Must be able to effectively deal with people at all levels inside and outside of the
Company.
Creative ability writing proficiency and visual graphics design ability.
Ability to multitask and successfully operate in a fast paced start-up team
environment.
Must be flexible and adapt well to change and successfully set and adjust priorities as
needed.
Strong facilitation/communication skills.
Excellent documentation skills.
Ability to maintain professional composure at all times.
Experience:
2-3 years contact center experience.
1-2 years quality assurance experience in a call center preferred.
2-3 years of prior adult training or teaching experience preferred.
3 years training development experience preferred.
Compensation
North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate
with skills and experience.
Attendance and Punctuality:
Regular attendance and punctuality are vital attributes for all employees and critical for our
staff as we are the role models for our organization and future leaders. It is important for
employees to attend work regularly and to arrive at work on time because failure to do so
detrimentally affects employee morale
and productivity throughout North End Teleservices LLC.
This position has no supervisory responsibilities.
North End Teleservices is an equal opportunity employer and is committed to diversity in its
workforce. North End Teleservices recruits qualified applicants without regard to characteristics
such as race color national origin religion gender gender identity sexual orientation
disability veteran status age marital status citizenship status or any other status protected by law.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
