Call Monitoring Analyst (Call Ctr QA) *Bilingual Preferred* [$17/HR] / M-F Schedule

$35,360 - $35,360/Yr

Procare Transportation And Language Services - Tampa, FL

Full-time - Entry Level

Tampa, FL

About the position

The Call Monitoring Analyst position at ProCare Transportation and Language Services involves overseeing quality assurance processes within a call center environment. The role focuses on call monitoring, quality analysis, and reporting to ensure high standards of service delivery. The position is full-time, requiring a commitment to a structured schedule with opportunities for growth and development in a supportive work environment.

Responsibilities

• Conduct retrospective and prospective Quality Assurance analysis.
• Perform call calibration and monitoring.
• Execute file audits and quality improvement initiatives.
• Prepare QA reporting and documentation.
• Provide internal coaching through verbal and written feedback.
• Follow up with department management on QA issues.
• Analyze and report on QA data and trends.
• Develop and implement strategies to enhance internal quality.

Requirements

• Experience with Call Center Operations and Quality Assurance Monitoring.
• Proficiency in Microsoft Office Applications (Word, Excel, Visio, Outlook).
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to communicate professionally with business associates.

Nice-to-haves

• Bilingual in Spanish preferred but not required.
• Experience in Call Center/Customer Service (2 years preferred).
• Experience in Call Center Quality Assurance (1 year preferred).

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Employee Assistance/Discount Program
• Company subsidized Medical Plan
• Welfare Benefits