Spanish Bilingual QA Analyst(BPO)

5 hours ago

Taguig, National Capital Region, Philippines vCustomer Philippines, Inc. Full time ₱400,000 - ₱800,000 per year

Responsibilities:

· Monitors all interactions and ensures accuracy of the output

· Coordinates and facilitates call calibration/training sessions for vendor QA partners

· Train and certify new IQA/VQAs

· Publishes quality trends, feedback and improvement/enhancement reports

· Deal tactfully and courteously with clients

· Produce Quality reports and dashboards such as TNI, Pareto, etc.

· Drive process improvement and ensures process compliance

· Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)

· Drive first call resolution and quality initiatives in the program

Requirements:

· Minimum of a 2 year Associate Degree but Bachelors' degree complete or in progress is preferred

· 2 or more years experience in a quality assurance role

· Live customer support experience for users in a Spanish speaking country is a plus

· Strong analytical, problem solving and general troubleshooting skills. Ability to communicate technical issues in non-technical terms

· Excellent general computer skills. Any online video platforms product knowledge and experience is a plus

· Excellent written communication and interpersonal skills

· Comfortable with a rapidly-changing environment

· Incredible communicator:


• Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner.


• Must be able to grasp complex sometimes technical concepts, and relate them to our users and partners in an easily understandable way.

· Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. We are looking for self starters who want to contribute to making the campaign better for users and partners and won't hesitate to speak up to make our support organization better.

· Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. Proven ability to de-escalate customer issues using soft skills and empathy is key.

· Bilingual with excellent spoken and written English and Spanish comprehension and proficiency.

· Familiarity with cultural norms (specifically for Support) of a Spanish-speaking country. Experience living in Spanish-speaking country preferred.

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