Jobs for People with MS: National MS Society

contact center quality analyst-bilingual (spanish).

• altamonte springs , florida

• posted 2 days ago

job details

summary

• $21 - $22 per hour

• temp to perm

• bachelor degree

• category healthcare practitioners and technical occupations

• referenceAB_4650746

job details

We are dedicated to providing compassionate, whole-person care to our patients and their families. Our mission extends beyond physical healing to include mental and spiritual wellness. Join our team and help make a difference in people's lives every day! We are seeking a skilled and detail-oriented Contact Center Quality Analyst to join our team! This position plays a crucial role in ensuring that we deliver the highest level of customer service to our patients, families, and communities. As a Quality Analyst, you will be responsible for monitoring, analyzing, and reporting on contact center interactions to help optimize service delivery, maintain compliance with organizational standards, and drive continuous improvement. The ideal candidate will be fluent in both English and Spanish, enabling effective communication with internal resources and our offshore team in the Dominican Republic. APPLY TODAY!

salary: $21 - $22 per hour

shift: First

work hours: 8 AM - 6 PM

education: Bachelors

Responsibilities

• Review recorded calls, do side by side live listening and provide real time feedback on the quality of service provided to our callers focusing on customer service, followed process and procedures, case management, timeliness, and also review the cases created for every call

• Focus on the Voice of the Customer survey results by reviewing the calls and cases associated with the low scores

• Provide leadership with feedback and recommendations on training needs, service recovery, process improvement and coaching opportunities

• Identify trends, making recommendations for process improvements, creating presentations including Excel spreadsheets with charts and pivot tables

REQUIREMENTS:

• Bachelor's degree in related field

• 2+ years of experience in a quality management/assurance role in a contact center environment

• bilingual – Fluent in English and Spanish

• Proficiency in Microsoft Office Suite, intermediate to advanced Excel knowledge

• Ability to objectively evaluate process and service application and outcomes

• Ability to communicate clearly and professionally

• Skilled in comparing multiple data sets and translate to operational performance

Location: Altamonte Springs, FL - HYBRID (One week in-office per month; additional in-office days for live feedback sessions as needed)

Skills

• Microsoft Office

• Excel (3 years of experience is required)

• Oral Communication

• Written Communication

• Interpersonal Skills

• Organizational Skills

• Problem Solving

• Organization

• Multi-tasking

• Excel Pivot Tables (3 years of experience is required)

• Powerpoint

• Call Center

• Call Center Support

• Quality Assurance (2 years of experience is required)

• voice of customer

• Analytical Thinking

• Contact Center Quality Review (2 years of experience is required)

• Spanish (10 years of experience is required)

Qualifications

• Years of experience: 2 years

• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

get in touch

we are here to help you with your questions.

AM

ambar mcculloch

• ambar.mcculloch@randstadusa.com