Analista De Calidad Call Center

**Overall Responsibility**:The Quality Assurance Specialist will monitor Loan Servicing and sales calls to assess employee demeanor, customer service performance, sales performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.**Key Areas of Responsibility**- Participates in customer and client listening programs to identify customer needs and expectations.- Determine weaknesses in performance and establish solutions to improve.- Identify process improvement opportunities.- Provides feedback to call center team leaders and managers.**Qualification Requirements**- 2 years of call center customer care experience, preferably in a technical environment.- Strong attention to detail, exceptional listening and analytical skills.- Excellent communication skills both written and verbal required.- Excel skills desiderable**Language Skills **- Ability to read and interpret documents such as safety rules, operating instructions, procedure manuals, policies and memorandums. - Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management. - Must possess the ability to speak clearly so others can understand. - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar. - Bilingual skills desirable.Sueldo: $16000Prestaciones de LeyBonosHorario: Lunes a Viernes 8am - 5pmZona: PolancoTipo de puesto: Tiempo completoSalario: $16,000.00 al mesHorario:- Turno de 8 horasPrestaciones:- Opción a contrato indefinidoTipos de compensaciones:- Bono de productividad- Bono mensualExperiência:- Analista Calidad Call Center: 1 año (Deseable)Idioma:- Inglés avanzado (Deseable)Lugar de trabajo: In person