Quality Analyst_Spanish (Bilingual)

Leads a team of 12-20 customer service associates and motivates them to achieve the team's SLA.

Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

Floor walks regularly for at least 5 1/2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

Strong organizational, planning and analytical skills.

Basic arithmetic and statistical skills for analysis of data and generation of reports.

Key Performance Indicators

Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

Listens to calls and coaches the team to enhance performance.

Monitors the calls/cha...