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Bilingual Quality Analyst Supervisors

2 months ago

Metro Manila, Philippines BroadPath Global Solutions Inc. Full time

BroadPath is seeking a highly motivated and results-oriented Bilingual Quality Analyst Supervisors to join our team.

The Bilingual Quality Analyst Supervisor is responsible for overseeing the quality assurance process. This role involves supervising a team of quality analysts, ensuring that customer interactions are monitored and evaluated according to company standards, and providing actionable feedback to improve overall service quality. The ideal candidate will be fluent in both English and Spanish.


Responsibilities

Oversee a team of Quality Analysts who monitor and evaluate recorded calls to identify areas of service delivery that did not meet performance standardsProvide guidance, support, and feedback to the quality analysts to ensure they are effectively carrying out their dutiesPrepare and present reports on the overall quality of service, identifying trends, areas of improvement, and training needsProvide timely coaching to agents in conjunction with the Supervisor to ensure continuous improvementCollaborate with Quality team to maintain quality standards and ensure proper evaluation methodologyConduct calibration sessions with quality analysts and operational managers to ensure consistency in quality evaluationsAct as a liaison between the quality team and other departments or stakeholders, ensuring clear communication regarding quality standards and performance issues


Qualifications

Minimum of one year of recent experience as a call center QA Supervisor measuring a healthcare teamExperience measuring employee performance including coaching to call center metricsMust have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)Strong verbal and written communication skills in both languages are essential. This includes the ability to conduct quality assessments and provide feedback in both languagesStrong ability to provide clear, constructive feedback to team members in both languagesAbility to remain focused and productive each day though tasks may be repetitive