Quality Assurance Representative - Bilingual (Spanish)

JOB SUMMARY

Performs work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility.

Work is performed under general supervision.

JOB RESPONSIBILITIES

• Required to assist with Operations duties such as supporting inbound / outbound calls, chats, email and / or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
• Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound / outbound calls, chats, email and / or video as it relates to the current program in order to meet client requirements and / or ensure proper skill development.
• Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account / program groups
• Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues
• Provides documentation of corrective action taken related to system and application technical modification
• Manages user and group privileges, definition of users and groups, analysis of users / groups hierarchies
• Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
• Creates customized queries for end-user support
• Provides problem analysis and resolution in support of existing applications and projects
• Administers timekeeping functions via Alorica’s time reporting system

OTHER RELATED DUTIES

• Assists IT department in quality monitoring problem resolution
• Assists Quality Management Services group in developing / reviewing test plans, relative to new implementations of voice recording and quality monitoring systems

JOB REQUIREMENTS

Minimum Education and Experience :

• Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred)
• Significant experience in quality monitoring
• Exposure to telephony concepts and voice recording workflow (preferred)

Knowledge, Skills and Abilities :

• High-level understanding of voice recording technologies
• Clear understanding of agent administration in CMS
• Strong written and oral communication skills
• Strong analytical skills
• Familiarity of Alorica IT Business Processes

Work Environment :

• Work is performed in a climate-controlled call center environment.
• Occasional exposure to dust, electricity, and extreme temperatures

Physical Demands :

Occasional lifting, bending, sitting, and stooping

Equal Opportunity Employer Veterans / Disabled