
Spanish Quality Assurance Professional
1 week ago
We are seeking a Spanish Quality Analyst to ensure the highest level of quality in our services. As a key member of our quality assurance team, you will be responsible for maintaining expert level knowledge and assigned products and services.
Key Responsibilities:
- Maintain expert level knowledge and assigned products and services, complete all required training and certifications.
- Monitor customer issue trends, volume spikes, and case inventory.
- Lead daily team huddle and communicate operational updates.
- Conduct effective coaching and feedback sessions; manage follow-up actions.
- Evaluate compliance training and phishing exercises for self and team.
- Analyze B2B Service Cloud and DOMO reports; share performance metrics weekly.
- Serve as an escalation point for customer cases; manage resolution and documentation.
- Oversee staff scheduling and maintain low attrition rates.
- Validate agenda access and ensure compliance with security protocols.
- Display professionalism and respond promptly to production issues and operational challenges.
- Promote positive behaviors and recognize team achievements.
- Provide reporting and analysis results to management for quality evaluations completed including trend results
- Learn program/ services topics to provide proper support, this includes refresher training and new product/enhancement trainings
- Participate in feedback sessions in our application
- Maintain and expand on all product and service knowledge.
- Complete all mandatory training courses in a timely manner.
- Protect customer and internal proprietary information.
- React in demanding situations or short timeline deliverables.
- Amplify positive behaviors.
- Collaborate with multiple internal support teams to address customer requests
- Core skills & knowledge:
- Proficiency in Microsoft Office and related applications
- Strong attention to detail and organizational skills
- Professional demeanor and respect for colleagues and customers
- Ability to collaborate effectively with internal teams and management
- Capable of multitasking and leading in a dynamic, team-oriented environment.
- Demonstrates success in high-pressure, fast – paced settings, and frequent changes deemed by the business and product owners.
- Analytical and strategic thinking and problem-solving skills for process improvements
- Effective communication and feedback delivery
- Commitment to fostering a safe, inclusive, and diverse workplace.
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