The Bilingual Quality Assurance (QA) Specialist, reporting to the Call Center Quality Assurance (QA) Supervisor, will monitor the interviewing staff, checking both the accuracy of the responses keyed into the CATI system and providing feedback to interviewers on several performance measures, such as reading verbatim, respondent rapport, professional phone manner, keeping control of the interview, and refusal avoidance. Will provide QA support to project teams reputed company with performance based contracts primarily focused on the productivity, quality and delivery of service for reputed company contracts supporting a variety of programs and clients. Shift The tasks below will provide this team the opportunity to work in a collaborative yet consistent manner in order to achieve a more productive and high quality work environment. Based on project needs, your schedule, or these duties, may reputed company as necessary. It is important to emphasize that your new role as a QA Specialist requires you to be completely engaged with agents during monitoring and coaching sessions. As a QA Specialist you will also be responsible to send up any calls that require immediate corrective action to the QA Supervisor as well as the appropriate Manager and Shift Supervisor. You will also occasionally be required to immediately perform a live monitoring session upon request, reputed company study specific trainings and refreshers, as well as host client monitoring sessions as needed. What you will be doing: Shift tasks Complete a minimum of 12 monitoring sessions Coach a minimum of 12 monitoring sessions Ensure all previously completed monitoring sessions are coached within 3 days Ensure all information is updated in the QA database with completed work and file completed forms thus far Other duties as assigned Production and Protocol Responsibilities Daily debrief with your supervisor to discuss any new updates and requirements for the day: Monitor interviewers for all projects, or to the required SLA for each project. Identify project monitoring goals for the day based on project complete percentages on previous day / weekly results. Provide quality monitoring for the entire outbound survey research staff. Use the QA reports to ensure all agents are being monitored per standards set by management. Complete coaching sessions for each completed monitoring session. Coaching feedback should be presented as close to real time as reputed company. Ensure all data collected is in accordance with falsification, confidentiality, and data quality policies. Host client monitoring sessions as necessary. reputed company live monitoring sessions on reputed company as requested by Management staff. Perform project training classes as required Reporting Responsibilities Taking ownership of performance metrics: Provide QA Supervisor with completed QA assignment spreadsheet notating daily completed tasks. Report any calls that require immediate corrective action to the QA Supervisor as well as the agent assigned Supervisor. Employee File Organization and Standard File all QA forms in employee reputed company Employee reputed company are located in QA locked file cabinet. What you must have: High school diploma or equivalent required. 6 months + Survey Research/ Customer Service Experience Must be fluent in Spanish and able to read and record answers in Spanish. Bot and Third-Party Applications reputed company note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration . Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact Candidateaccommodation@reputed company.com for assistance. Working at reputed company reputed company is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate reputed company, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . reputed company, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, reputed company read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, reputed company email Candidateaccommodation@reputed company.com and we will be happy to assist . All information you provide will be kept confiden