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[Remote] Bilingual Quality Analyst, Community Impact Call Center
Note: The job is a remote job and is open to candidates in USA. Foundation for California Community Colleges is seeking a Bilingual Quality Analyst for their Community Impact Call Center to provide critical support to disadvantaged communities. The role involves overseeing quality assurance processes, conducting call monitoring, and collaborating with the leadership team to ensure quality standards are met. Responsibilities • Supports the leadership team by providing multiple channel quality reviews (Quality Forms, Email, arenaflex Teams) and communicates to the quality analyst leadership, as well as the team members who are receiving the assessment review • Collaborate with the leadership team to align efforts with operational objectives and ensure quality standards are met • Prepare and deliver accurate, timely reports to departments, individual teams, and team members, as well as the quality analyst supervisor • Participate in deep dives to identify best practices and opportunities for improving Quality Control processes • Propose and implement ideas for process improvements to enhance efficiency, quality, and the overall customer experience • Develop and maintain QA process documentation in collaboration with the quality analyst leadership team, ensuring updates are implemented on an ongoing basis • Communicate updates and changes to quality assurance processes to leadership and relevant team members • Perform daily call monitoring, reviewing up to 30 calls per day according to the monthly schedule • Conduct Weekly team lead quality meetings for reporting and coaching feedback • Provide Weekly/Monthly reporting to the quality supervisor on calls reviewed • Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements • Contribute to team success by completing additional projects and tasks as assigned Skills • Bilingual in Spanish is required • Exceptional use of effectively and efficiently managing time; concentrates efforts on most important priorities • Familiarity with speech analytics • Knowledge in telecommunications and customer service, serving underserved communities • Ability to break down and explain data trends • Ability to hold focus groups around quality trends • Able to coach effectively on quality observations to staff Benefits • Competitive compensation, generous PTO, holidays • Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings • CalPERS retirement program and optional 403(b) and 457 Retirement plans • Tuition reimbursement • Public Service Loan Forgiveness certified employer Company Overview • Foundation for California Community Colleges is built to benefit and enhance the missions of the California Community College system. It was founded in 1998, and is headquartered in Sacramento, California, USA, with a workforce of 201-500 employees. Its website is Apply tot his job
