Spanish Language Quality Assurance Specialist

1 week ago

Aligarh, Uttar Pradesh, India beBeeQuality Full time ₹ 5 - ₹ 10

As a seasoned professional, we seek a talented Sr Quality Analyst to spearhead our Spanish Process initiatives.

Job Description:

This role will be instrumental in maintaining expert-level knowledge of assigned products and services. You will complete all required training and certifications, monitor customer issue trends, volume spikes, and case inventory. Additionally, you will lead daily team huddles, communicate operational updates, conduct effective coaching and feedback sessions, and manage follow-up actions.

Key Responsibilities:
  • Maintain expert-level knowledge of 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.
  • Ensure timely completion of compliance training and phishing exercises for self and team.
  • Review and 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.
  • Always display professionalism.
  • Respond promptly to production issues and operational challenges.
  • Promote positive behaviors and recognize team achievements.
  • Provide reporting and analysis results to the B2B Service Directors for quality evaluations completed including trend results
  • Learn program/ services topics to provide proper support, this includes refresher training and new product/enhancement trainings
  • Lead and participate in feedback sessions in Verient application
  • Maintain and expand on all product and service knowledge.
  • Complete all mandatory training courses in a timely manner.
  • Protect Mastercard B2B 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
Requirements:
  • Expert-level knowledge of assigned products and services.
  • Excellent communication and leadership skills.
  • Able to work in a fast-paced environment.
  • Strong analytical and problem-solving skills.
  • Ability to learn and adapt quickly.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A collaborative and dynamic work environment.
  • The chance to work with a talented team of professionals.
How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please submit your resume and cover letter for consideration.

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