Contact Center Representative

$41,600 - $45,760/Yr

DVG Tech Solutions - Orlando, FL

Full-time - Entry Level

Hybrid - Orlando, FL

Professional, Scientific, and Technical Services

About the position

The Quality Analyst position is a hybrid role focused on evaluating and improving the quality of customer service interactions within a contact center. The analyst will work closely with team members and leaders to review calls, provide feedback, and analyze data to identify trends and areas for improvement. This role requires bilingual communication skills in English and Spanish, as well as proficiency in data analysis and presentation tools.

Responsibilities

• Evaluate call and chat interactions against defined standards and document results.
• Maintain understanding and application of case management and communication standards.
• Evaluate service and data integrity of assigned functional team processes against defined standards.
• Document and review results to support the feedback cycle and analysis.
• Manage data and reports to support reviews and audits.
• Partner with leaders to leverage quality management tools for training and coaching new team members.
• Coordinate and lead feedback and calibration sessions with leaders.
• Identify and document opportunities for process and service delivery improvements.
• Escalate trends and repeated issues regarding data integrity and service to supervisor with recommendations.
• Participate in the development and ongoing improvement of the quality and standards program.
• Create and maintain standard operating procedures and data management review documentation.
• Maintain confidentiality of sensitive information and data review results.
• Prioritize and perform work to meet deadlines and quality expectations.
• Compile and manage data from multiple resources and review results.
• Identify and evaluate non-standard data elements for new process evaluations.
• Collaborate with functional team leaders to provide feedback and recommendations for quality improvements.

Requirements

• Bilingual - Fluent in English and Spanish
• Bachelor's degree in a related field
• Two years of quality management experience in a contact center
• Proficiency in Microsoft Office Suite, with intermediate to advanced Excel knowledge
• Ability to objectively evaluate processes and service outcomes
• Ability to communicate clearly and professionally
• Skilled in comparing multiple data sets and translating them to operational performance.

Nice-to-haves

• Professional in Human Resources (PHR) certification or equivalent
• Project Management Professional Certification or equivalent
• One year of process management or process documentation experience
• Experience in data modeling and visualization techniques.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance