Senior Associate Quality ( Spanish Bilingual )

Gratitude Inc

700 Views

11 months ago

Senior Associate Quality ( Spanish Bilingual )

2-7 Year(s)

10 - 100 Thousand p.a

Job Description

Key Skills

Quality Assurance/QA senior quality associate

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Job Description

Education:

Minimum of a 2-year Associate Degree but Bachelors’ degree complete or in progress is preferred

OR 2 years of college if part time, unless otherwise mutually agreed upon

Responsibilities/Experience:

3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)

1 or more years in a quality assurance role (BPO-related experience is highly preferred but not required)

Live customer support experience (phone, chat, email, in-person, etc.) handling US based users.

Live customer support experience for users in a Japanese speaking country is a plus.

Technical Skills:

Strong analytical, problem solving and general troubleshooting skills

Excellent general computer skills Soft skills

Excellent written communication and interpersonal skills

Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.

Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is key

Tech-savvy

Language:

Bilingual with intermediate to excellent spoken and written English communications skills and near-native to native Spanish language proficiency

Familiarity with cultural norms (specifically for Support) of a Spanish-speaking country.

Experience living in Spanish-speaking country preferred.

Role

QA/QC Exec.

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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