Title: Quality Analyst - Bilingual in English and Spanish
*No C2C/No Sponsorship*
Location: Altamonte Springs, FL - Hybrid (One week in-office per month; additional in-office days for live feedback sessions as needed)
Duration: 6+ Month Contract-to-Hire
Pay: $22.00 per hour
Position Overview:
We are seeking a detail-oriented and analytical Bilingual Quality Assurance Analyst to join our dynamic team. The ideal candidate will be fluent in both English and Spanish, enabling effective communication with internal resources and our offshore team in the Dominican Republic. This role requires strong critical thinking and analytical skills while fostering a collaborative team environment.
Key Responsibilities:
Quality Evaluation: Assess calls, chat interactions, and case management practices against established standards, documenting results thoroughly.
Standards Maintenance: Stay current on case management and communication standards, ensuring compliance across teams.
Data Integrity Assessment: Evaluate the service and data integrity of assigned processes, documenting findings to support feedback cycles and analytical reviews.
Data Management: Compile, manage, and analyze data from various customer service systems; create Excel pivot tables, graphs, and PowerPoint presentations for leadership.
Feedback Coordination: Collaborate with team leaders to conduct feedback and calibration sessions, ensuring alignment on quality management tools.
Process Improvement: Identify and document opportunities for enhancing processes and service delivery; escalate trends and issues to supervisors with actionable recommendations.
Training Facilitation: Partner with leaders to facilitate training for new hires on quality standards; conduct refresher training as requested.
Confidentiality Assurance: Maintain the confidentiality of sensitive information and data review results.
Qualifications:
Required Skills:
Bilingual: Fluent in English and Spanish (both written and verbal).
Technical Proficiency: Advanced knowledge of Microsoft Office Suite, particularly Excel; capable of using data visualization techniques.
Analytical Acumen: Strong ability to objectively evaluate processes, service applications, and outcomes.
Communication Skills: Clear and professional communication with team members and leadership.
Team Collaboration: Ability to work effectively within a team, offering support and resolving issues collectively.
Education and Experience:
Required: Bachelor's degree in a related field; two years of experience in quality management or data analysis.
Preferred: Experience evaluating work products against defined standards, identifying trends from data, and collaborating across business operations.
Preferred Certifications:
Professional in Human Resources (PHR) designation or equivalent.
Project Management Professional (PMP) certification or equivalent.