QA Analyst (speak Italian)-Coach- Call Center

$47,000 - $47,000/Yr

PR Global Reservations LLC - Doral, FL

Full-time - Mid Level

Doral, FL

About the position

The Quality Assurance Coach at PR Global Reservations is responsible for monitoring and enhancing the quality and customer service standards within the call center and email platforms. This role involves coaching representatives, maintaining quality assurance databases, and ensuring that staff are trained in QA policies to improve the overall guest experience.

Responsibilities

• Monthly monitoring of Call Center and Email Representatives.
• Perform coaching and document all assigned Agent/Representative monthly evaluations.
• Identify in-house quality performance issues in both Hardware and Software.
• Maintain organized monthly agent coaching schedule with Resource Planning Management.
• Maintain Quality Assurance databases, reports, and files via SharePoint.
• Prepare, perform, and document personnel training to ensure Call Center staff receives appropriate training and understanding of QA policies.
• Assist in QA release policy updates and/or changes.

Requirements

• Bilingual, Fluent in English and Spanish (Required)
• Quality Assurance Experience (Preferred)
• 2-3 years experience in call center and/or in sales (Preferred)
• Excellent interpersonal and customer service skills
• Proficient computer skills with the ability to learn new software
• Excellent verbal and written communication skills, including active listening.
• Ability to work independently and as a member of a team.
• Ability to communicate with people effectively and pleasantly at all levels and from various backgrounds.
• Versatility and ability to work with ongoing structural realignments.
• Must be able to Travel Internationally (Valid Passport)

Nice-to-haves

• Fluent Italian (Required)
• High school diploma or GED

Benefits

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