QA Call Center Monitor (Bilingual)

We are seeking a meticulous and detail-oriented Quality Assurance Monitor to join our dynamic team at AGR Group Nevada. This position involves monitoring agent calls within our contact center environment to ensure adherence to scripts, policies, client materials, and quality standards. The ideal candidate will possess strong analytical skills, a keen eye for detail, and the ability to provide constructive feedback to enhance overall service delivery.

Responsibilities:

• Monitor and evaluate agent interactions (calls, emails, chat sessions) for compliance with company policies, procedures, and client guidelines.
• Assess agent performance against predefined quality metrics such as accuracy, professionalism, and adherence to scripts.
• Provide detailed feedback and coaching sessions to agents based on monitored interactions to drive continuous improvement.
• Identify trends, patterns, and opportunities for process improvements based on quality monitoring results.
• Collaborate with Training and Operations teams to develop and refine training materials and scripts as necessary.
• Generate regular reports on quality monitoring results and trends to management and stakeholders.
• Participate in calibration sessions with supervisors and team leaders to ensure consistency in evaluation standards.

Qualifications:

• Proven experience in a quality assurance role within a contact center environment, preferably in a monitoring capacity.
• MUST BE FLUIENT IN SPANISH (Verbal and written communication)*
• Strong understanding of call center operations, including familiarity with call handling techniques and customer service principles.
• Excellent communication skills with the ability to deliver constructive feedback effectively.
• Analytical mindset with the ability to interpret data and identify trends.
• Detail-oriented with strong organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in using quality monitoring tools and software.
• Must pass background check.

Additional Responsibilities:

• Perform other duties as assigned that are within the scope of the role and responsibilities of a Quality Assurance Monitor.

Benefits:

• Generous Employer contribution to health benefits.
• Opportunities for career growth and advancement within the company.
• Paid Time Off and holiday pay for full time employees.

This job description provides a brief overview and is not a comprehensive job description. Additional responsibilities may be required based on organizational needs.