Job description

ATENTO is a Multinational company that provides Consulting, BPO, and Contact Center services, with a presence in more than 13 countries, and is WORLD LEADER IN LATIN AMERICA.'

Salario- El salario base inicial es de $11.20 y recibira $4.80 de salud y bienestar por hora trabajada un total de $16.00

Function:

Responsible for the activities involving quality assurance and compliance with all guidelines. Conducts audits and reviews/analyzes data and documentation. Provides results to appropriate parties. Manage the follow up and control of operational service through qualitative and quality indicators, verifying the proper fulfillment of the processes by adjusting to the needs of the client.

Duties:

1.
Monitors incoming and outgoing calls to ensure quality, customer service and adherence to the policies and procedures of the organization.

2. Provide feedback to assist in the creation of performance improvement goals and the development of training programs.

3. Analyze and consolidate the follow up and measurement of the quality process to ensure proper fulfillment of the objectives agreed with the client.

4. Proper follow up actions from the results of the qualitative and quantitative indicators.

5. Audit evaluation process by the supervisors and managers regarding the monitoring done on the Customer Service Representatives, suggesting follow up and controlling the proper application of those actions.

6. Participate in the quality initiatives implemented in order to improve the service performance.

7. Other duties as assigned.

Required Qualifications:

1. Has knowledge of commonly used concepts, practices and procedures within the contact center industry and client specific.

2. Flexible schedule including working on weekends and evenings as needed.

3. QA scores of 90.0 or higher average.

4. Possess exceptional leadership qualities that will inspire and encourage team members (including no gossiping or inciting rumors).

5. Excellent verbal and written communication skills in English.

6. Must be able to collaborate on a team to reach desired results.

7. Not on disciplinary action for the past 90 days – includes attendance/schedule adherence.

8. Knows and follows policies and procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Types: Full-time, Temporary

Salary: $16.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Quality assurance: 2 years (Preferred)

Language:

• Spanish (Required)
• English (Required)

Work Location: One location

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