Bilingual Quality and Training Specialist

Job Description

Job Description

The primary role of the Training and Quality Assurance Specialist is to work with the

training and quality team to support Contact Center and Client Teams training activities as well as

monitor and analyze the overall quality of all multichannel customer contacts. Develop and

periodically review and implement project-specific and Standard Operating Procedures (SOP) training

for new and existing Customer Service Representatives (CSR). Overall, the role of the training and

quality team is to drive success for each representative and achieving success for each individual

should be the sole focus and goal. Must be fluent in both English and Spanish.

Job Duties :

• Responsible for developing and documenting client operating procedures; creating CSR and

facilitator training program materials, skills assessments, leadership training as well as a

variety of other training needs the client and / or company need.

up-to-date on directives and processes.

service skills, listening skills, de-escalation skills, sales training, contact center policies and

procedures, leadership skills etc.

while documenting performance issues as appropriate.

prepare them for advancement roles.

and provide feedback.

and provide feedback.

create and improve performance; create one-on- one or group trainings to resolve training

discrepancies and communicate quality performance internally and to client.

milestones.

required.

standards

opportunities for improvement and success

interfacing with others and establishing new relationships

interactions

resources

Skills :

care.

Company.

environment.

needed.

Experience :

Compensation

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate

with skills and experience.

Attendance and Punctuality :

Regular attendance and punctuality are vital attributes for all employees and critical for our

staff as we are the role models for our organization and future leaders. It is important for

employees to attend work regularly and to arrive at work on time, because failure to do so

detrimentally affects employee morale

and productivity throughout North End Teleservices, LLC.

This position has no supervisory responsibilities.

North End Teleservices is an equal opportunity employer and is committed to diversity in its

workforce. North End Teleservices recruits qualified applicants without regard to characteristics

such as race, color, national origin, religion, gender, gender identity, sexual orientation,

disability, veteran status, age, marital status, citizenship status, or any other status protected by law.