Quality Analyst Representative (Bilingual: Spanish & English)

Job Locations US-FL-Doral
ID
2020-1254
Category
Customer Service/Support
Type
Full-Time

Company Overview

 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.

Some of the employee benefits we offer in ALCORA are:
 
*Medical, vision, and dental coverage for employees
*Paid time Off                           
*Paid holidays
*Matching 401k                
*Free Gym access

Job Summary

The position is responsible for monitoring the telephone, e-mail, and chat interactions of all employees. Additionally, the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives.

Responsibilities

 

  • Maintain a thorough knowledge of MONATs programs, policies, and technology.
  • Monitor calls, chats, e-mails, as well as provide coaching and feedback
  • Analyzes data, identifies performance gaps, and provides feedback (including environmental deficiencies) to the Supervisors, Operations, and Training Managers. 
  • Communicates quality issues to management and conducts root cause analysis with corrective and preventative action plans.
  • Panticipate and colaborate on Monthly Business Review (MBRs) meetings including the development information on quality performance for assigned programs.
  • Maintain accurate and sufficient documentation of agent calls including positive observations, as well as areas of needed improvement.
  • Recommends contests to promote teamwork and positively impact performance metrics.
  • Perform as system administrator for NICE Engage quality system, managing user profiles and ensuring accurate audio and screen recording.
  • Participates in weekly meetings to discuss strategies to improve overall center performance. Including monitoring and calibration sessions to ensure consistency in the evaluation process.
  • Prepare reports daily, weekly and monthly quality results (e.g. Quality Tips). Report results to center and corporate management.
  • Work in conjunction with training to ensure Quality Assurance participation with programs, new hire trainings among others.
  • Assist with the updating of SOPs, work instructions, checklists and various other documents under Quality management and document control.
  • Performs projects and other duties as assigned.

Qualifications

  • High School Diploma or equivalent
  • Minimum 3 years experience in the Contact Center industry.
  • Proven ability to coach/motivate a team to performance metrics.
  • Proficient on Microsoft Office Programs (e.g. Excel, Word, Power point). 
  • Expert level communication skills (written and verbal).
  • Bilingual: English and Spanish
  • Ability to present content and information in order to help group achieve objectives via virtual meetings in a one-on-one and/or group settings.
  • Strong interpersonal skills and the ability to build relationships with stakeholders, including staff and external partners.
  • Organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Demonstrated ability to achieve high performance goals and meet deadlines in a fast paced environment.
  • Emotional maturity, forward looking thinker, who actively seeks opportunities and proposes solutions.
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability.
  • Highly resourceful team-player, with the ability to also be extremely effective independently.
  • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
  • Ability to work remotely. 
  • Facilitation experience is a plus.

Preferred

  • Associates Degree or equivalent. 
  • Previous experience as Quality Specialiast using Quality Managements Systems such as NICE Engage and InContact platforms
  • Experience in an enviroment in which Speech Analytics is a Quality Management Resource.