Job Description
Are you a detail-oriented professional with a passion for quality and language excellence? Alorica is looking for a Spanish Bilingual Quality Assurance Associate to join our high-performing team in Cubao. In this role, you will play a critical part in driving service excellence by monitoring, evaluating, and providing constructive feedback on customer interactions.
As a key member of our QA team, you will ensure that our global standards for service quality are consistently met. This is a graveyard shift role based onsite, offering you a stable career path with a global leader in customer experience solutions. If you possess excellent command of both Spanish and English and thrive in a fast-paced, analytical environment, we want to hear from you!
Responsibilities
- Monitor and evaluate customer service interactions across multiple channels to ensure adherence to quality standards.
- Provide actionable and objective feedback to agents to improve performance and customer satisfaction scores.
- Analyze quality trends and identify coaching opportunities for the team.
- Maintain accurate records of QA evaluations and documentation in the tracking system.
- Participate in calibration sessions with operations leadership to ensure consistency in scoring.
- Collaborate with trainers and team managers to implement performance improvement plans.
- Ensure compliance with all security, privacy, and company policies during interactions.
Qualifications
- Proficiency in both English and Spanish (verbal and written) is mandatory.
- At least 1 year of experience in a Quality Assurance or equivalent role within a BPO/Call Center environment.
- Strong analytical and problem-solving skills with a high attention to detail.
- Excellent communication and interpersonal skills to provide effective feedback.
- Ability to work during graveyard shifts and report onsite in Cubao.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to multitask and work effectively under pressure.