Bi-Lingual Quality Assurance Specialist

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Requisition ID: 127644
Job Category: Call Center
Location: United States-Alabama-Huntsville-5000 Bradford Drive #300 Huntsville 35805
Posted Date: 12/28/2017 8:59:18 PM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.                                                                                                                                                                                                                                    
JOB SUMMARY                                                                                                                                                                                                                                                                                                                                  Responsible for ensuring compliance with applicable standards and regulations through process review, approval, audits and systematic maintenance of quality systems.  Ensures accuracy of information and quality of delivery by monitoring telephone calls, recommending improvements.                                                                                                              JOB RESPONSIBILITIES                                                                                                                                                                                                                                                                                                                        • Review quality outputs for compliance to internal and external requirements
• Develop, maintain and report department metrics
• Review and assess appropriateness of document changes in accordance with internal procedures
• Review and assess change control, validation and qualification documents
• Conduct compliance audits of complex documentation and data
• Determines telemarketing quality standards by studying inbound/outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new products
• Verifies telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency and courteous close of call
• Provides feedback to telemarketers by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions
• Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes
• Maintains professional and technical knowledge by reviewing professional publications; benchmarking state-of-the-art practices
• Contributes to team effort by accomplishing related results as needed
OTHER RELATED DUTIES                                                                                                                                                                                                                                                                                                       • •Identify and lead continual improvement projects with cross-functional team members
• Develop and implement quality system processes from a site level perspective
• Serve as Quality Assurance interface to other departments and/or partners
JOB REQUIREMENTS                                                                                                                                                                                                                                                                                                                    Minimum Education and Experience:
• An Associates Degree (AA) from an accredited university or college; or a High school diploma
• 3 – 5 years experience in Quality Assurance
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Knowledge, Skills and Abilities:
• Working knowledge of quality control
• Good communication and technical skills including
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to work effectively in a cross-functional environment
• Ability to integrate quality objectives across multiple functions
• Attention to detail, strong organizational skills and time management
• Ability to communicate effectively and professionally with all customers as well as encourage teamwork among coworkers
Work Environment:
• Constant sedentary work performed in a climate-controlled call center environment
Physical Demands:
• Must be able to work in a call center environment
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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