Call center Specialist (Spanish)

Job Title: Quality Specialist - ECWBilingual: Spanish (must have)Location: Experience Center West (Chandler, AZ)Schedule: Must be local as candidate will be needed to work on-site on a Hybrid schedule a couple of days per month (Potential on Wednesday and Thursday. Subject to change based on business needs).Current Hours: Monday - Friday 7AM - 5PM (shifts must be between these hours). Candidate needs to be available to work OT during the week or on weekends and Holidays (except for Thanksgiving or Christmas day).Job Description:Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within Our Client / PL call centers and their corresponding external business partners. The observations from which are used to develop performance trending while identifying performance gaps. Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.Essential Job Functions:Evaluating and verifying assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.Leverage recording/monitoring application to compile data, generating reports to support business goals.Key Responsibilities:Work collaboratively with team members.Meet regular performance expectations.Demonstrate strong written communication skills.Exhibit strong attention to detail and organizational skills.Possess knowledge of Microsoft Office applications (Word, Excel, etc.).Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas).Maintain regular and predictable attendance to support team and business objectives.Capability to work flexible hours, which may include day, evening, and weekend hours.Be punctual and adhere to attendance policies.Must have a functional high-speed internet connection that will facilitate working from home.Preferred Skills:Working knowledge of recording platform (e.g., NICE) is a plus.Automotive finance experience preferred.Requirements:Experience in phone evaluation, sales, and back-office processes.Ensure customer impact is minimized while listening to calls and verifying processes.Bilingual in Spanish.Ability to validate and check transactional data.Strong background in Quality Assurance.Critical thinker with problem-solving skills.

Created: 2025-01-30