Quality assurance (QA) in call centers is a process that ensures you're performing according to the standards of your company. This is done by monitoring and evaluating your team based on the key performance indicators (KPIs) that you have set, in this case equal or above 90% on compliance and customer experience.The QA Department works with operations but it is independent regarding their decisions, process and strategies to improve the department.Will work closely with the client to make sure the department is following compliance as our client is requesting but taking care of the customer experience at the same time.RESPONSIBILITIES- Evaluating agent performance with call center quality assurance Form provided by the manager/supervisor- Providing coaching and developing plans for learning and skills development in order to improve performance and area of opportunityQUALIFICATIONS AND EDUCATION REQUIREMENTS- Communication skills like a pleasant demeanor and ability to work with multiple personalities- Attention to detail to be able to provide written communication to customers that free of spelling or grammatical errors- Patience to be able to stay calm in an intense environment- Strong organizational skills to be able to keep up with client needs and conduct follow-ups in a timely manner- Leadership skills like being able to help lead or manage a team of other Customer Service RepresentativesPREFERRED SKILLS- Bilingual English/Spanish- Experience in QUality Assurance- It is also possible to hire someone with no experience for this job if training is availableRESPONDS TOA Team Comprises of at least 1 Quality Assessor per 10 Agents and responds to 1 Quality Manager- Liable only within the QualityDepartment- Instructions come from immediate Manager or department head- Bonus are applicable More Details in Quality Assessor Bonus CategorySYNERGIZES WITH- Client Care Bracket, Company POC- HR & Recruitment if necessary and backed by Immediate Quality Manager- Company General ManagementINDIVIDUAL- Completing root cause analysis- Providing coaching and developing plans- Enabling regulatory compliance- Weekly Custom ReportsTEAM- QA Day Induction for new hires- Work environment engagement activities- Evaluation process innovation- Monthly NPS Report**Salary**: $4,000.00 - $5,500.00 per week**Language**:- English (required)