Quality Analyst_Spanish (Bilingual)

 Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

 Floor walks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities

of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

 Strong organizational, planning and analytical skills.

 Basic arithmetic and statistical skills for analysis of data and generation of reports.

 Problem solving skills

Key Performance Indicators

 Handles any escalations that an associate is unable to handle, solves process related quer...