Bilingual Quality Analyst Contact Center

DATAMARK, Inc. is looking for a dedicated and detail-oriented QA Analyst for Contact Center to join our quality assurance team. As a prominent provider of business process outsourcing solutions, we are committed to ensuring that our services meet the highest standards of quality. The QA Analyst will play a vital role in assessing and improving our processes, products, and services to ensure customer satisfaction.

In this position, the QA Analyst will be responsible for analyzing requirements, creating and executing test plans, identifying defects, and ensuring that deliverables meet specified quality standards. The ideal candidate will have strong analytical skills, a keen eye for detail, and a deep understanding of QA methodologies and tools.

Responsibilities

• Demonstrates complete familiarity with all aspects of quality of Contact Center activities such as calls and other channels of interaction including performance, professionalism, ethical standards, policies, guidelines, and procedures.
• Monitors contact-center performance, working with supervisors to implement improvement plans.
• Prepares quality reports by collecting, analyzing, and summarizing information and trends.
• Maintains all records of QA activities, including QA-identified issues.
• Collaborates with Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
• Participates in periodic calibrations, as well as quarterly center evaluation programs.
• Stay up to date with industry best practices and emerging technologies related to quality assurance.

Requirements

• High School Diploma, Bachelor’s degree or higher in Business or related field preferred
• Experience in a QA Analyst role or similar position with a proven experience in implementing process/quality improvement tools and techniques
• Strong knowledge of QA methodologies, tools, and processes
• Excellent verbal and written communication skills
• Proficiency in Microsoft Excel

Benefits

• Law Benefits
• Cafeteria
• Weekly pay
• Paid training