QA Analyst - Multilingual (Portuguese/Spanish)

This is an opening for a multilingual Quality Analyst, able to provide support in Portuguese, Spanish, and English. As a Quality Analyst, the applicant will support the organization by monitoring conformance to established processes and standards on Service Desks, through standard quality tasks, which includes:

• Auditing
• Survey Review & Follow-up
• QIN Processing
• Providing agent feedback

As part of all reviews, QAs are expected to use Root Cause Analysis (RCA) principles to identify any failure point(s) which led to the quality issue(s). As improvement opportunities are identified, the QA will collaborate (as appropriate) with Knowledge, Training, and Management to ensure continuous improvement of the service desk. The QA will also be responsible for following the processes and procedures defined in documented quality procedures.

What Will You Do

• Monitor Tier I service desk contacts and provide associated feedback via electronic audits
• Monitor Tier I ticket activity, providing feedback through written audits
• Investigate complaints against the Service Desk
• Evaluate and provide feedback on less-than-favorable customer surveys
• Assist as interface between the client and Stefanini during launches
• Recommend and implement changes to operational processes and practices
• Research, organize and document quality materials for both Service Desk training
• Assist in the development of curriculum that includes the creation of manual, references and support materials
• Maintenance of coaching records
• As appropriate, perform agent coaching to help prevent repeat quality issues