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Quality Assurance Representative-Bilingual-English/Spanish

**GET TO KNOW ALORICA**

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**

Performs work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision.

**JOB RESPONSIBILITIES**

• Required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.

• Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development.

• Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups

• Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues

• Provides documentation of corrective action taken related to system and application technical modification

• Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies

• Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules

• Creates customized queries for end-user support

• Provides problem analysis and resolution in support of existing applications and projects

• Administers timekeeping functions via Alorica’s time reporting system

**OTHER RELATED DUTIES**

• Assists IT department in quality monitoring problem resolution

• Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems

**Qualifications - External**

**JOB REQUIREMENTS**

**Minimum Education and Experience:**

• Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor’s degree preferred)

• Significant experience in quality monitoring

• Exposure to telephony concepts and voice recording workflow (preferred)

**Knowledge, Skills and Abilities:**

• High-level understanding of voice recording technologies

• Clear understanding of agent administration in CMS

• Strong written and oral communication skills

• Strong analytical skills

• Familiarity of Alorica IT Business Processes

**Work Environment:**

• Work is performed in a climate-controlled call center environment.

• Occasional exposure to dust, electricity, and extreme temperatures

**Physical Demands:**

• Occasional lifting, bending, sitting, and stooping

_We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia._

Equal Opportunity Employer – Veterans/Disabled


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