Quality Assurance Analyst

Summary

Join The RRS Group Inc. as a detail-oriented Quality Assurance Analyst and contribute to a remote team based in the United States. You will ensure the quality of software products through testing and analysis, monitoring calls, assessing agent performance, and providing feedback. This role involves identifying operational trends, developing scoring criteria, coaching agents, preparing reports, and conducting audits. The position requires fluency in English and Spanish, call center experience, and strong analytical and communication skills. The RRS Group offers a competitive benefits package including medical, dental, vision, 401k matching, an employee stock purchase program, and tuition reimbursement.

Requirements

• Fluency in English and Spanish (both written and verbal) is required to ensure quality assurance for bilingual customer interactions
• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• Previous experience in a call center environment, preferably in a quality assurance role
• Knowledge of call center metrics and key performance indicators (KPIs)
• Strong analytical skills with attention to detail
• Excellent communication and interpersonal skills
• Ability to work independently as well as part of a team
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and call center software (CRM, QA platforms, etc.)
• Strong problem-solving and decision-making skills
• Ability to handle multiple tasks efficiently in a fast-paced environment

Responsibilities

• Monitor and evaluate inbound and outbound calls to ensure quality service delivery
• Assess agent performance based on key performance indicators (KPIs) such as accuracy, professionalism, empathy, and adherence to company policies
• Provide detailed feedback to agents regarding call performance, including areas of strength and improvement
• Identify trends and potential issues in call center operations, providing insights and recommendations for continuous improvement
• Develop and maintain scoring criteria for evaluations based on customer experience best practices
• Provide coaching and training to agents, as necessary, to improve service quality and meet organizational goals
• Review and evaluate service in both English and Spanish, ensuring cultural and linguistic appropriateness for each language
• Assist in preparing regular reports and summaries of quality performance metrics for leadership
• Conduct regular audits of agents' calls to ensure compliance with regulatory and internal standards
• Collaborate with team leads and management to ensure alignment of quality goals with business objectives
• Handle customer feedback and complaints when necessary to identify areas of improvement in service delivery

Preferred Qualifications

• Previous experience in a bilingual call center environment
• Experience with call monitoring software or QA platforms
• Familiarity with customer service best practices, including handling complaints and providing solutions
• Certification in Quality Assurance or relevant certifications is a plus

Benefits

• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Employee Stock Purchase Program
• Tuition Reimbursement