Italian & Spanish Speaking Quality Analyst

Feladatok: As a Quality Analyst, your daily responsibilities will include:Monitors CSR's performance on a daily basis, by taping, listening to, reviewing and evaluating callsProvides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoringReports script problems or questions to appropriate areasAssists clients in monitoring specific programs as neededCommunicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisalsMakes monthly call monitoring plan and e...