Bilingual Contact Center Quality Evaluator (Spanish&English)
We readily recognize the power of our people to drive BPA Quality forward. Everybody in the company contributes, in various ways, to the products and services we deliver. We value each individual’s quality job contribution, encouraging everyone to reach their potential.

BPA Quality is a world leader in providing Remote Call Quality Assurance solutions to the Call Center Industry. We are a member of the 5000Inc fasting growing companies, helping more than 100 companies across a variety of fields with a 30+ year history.
Our activities are focused on maximizing the potential of the vital contact between an organization and its customer through Contact Centers.
The core of our business is providing Remote Call Monitoring Services where we evaluate interactions between Agents and Customers. From this analysis, we provide detailed feedback that can be used to improve Agent performance as well as help organizations develop overall strategies to improve Customer Service and Maximize Sales.
In addition to the analysis of customer/agent contacts, BPA provides proactive support and advice to help our clients use the resulting data. Whether it’s helping construct metrics to measure performance or providing training to help Supervisors coach more effectively, our objective is to develop a close working partnership with our clients in their pursuit of excellence in customer service and customer engagement.
We are always looking for talented and qualified people to join our winning team. If you have experience in Quality, Contact Centers, Sales, IT, Customer Experience, or Speech Analytics, please send us your resume.
Applicants must be USA-based to apply, be able to initially work from home and work from our New York or Florida office (and relocate if necessary), when appropriate as required.

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Job Purpose*
On behalf of our Medical Insurance Client, analyze Customer to Client Contact Center telephone calls and written communication and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.
Key Responsibilities

• Analyze the content of interaction between Customers and Client Contact Centers by evaluating the content of telephone calls and written communication in the required language
• Provide feedback on adherence to policies and appropriate procedures used to enable the Client to deliver outstanding customer service
• Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on BPA’s custom software systems
• Ensure all project analysis is completed in a timely manner and in accordance with the project’s requirements
• On an ongoing basis, use internal feedback for self-development and adhere to all agreed processes associated with the project(s)
• Attend all training required and achieve required standards of competence in technical knowledge/ability to enable a thorough understanding of client technology
• Ensure compliance with all up to date health and safety regulations and procedures maintaining safe working practices and conditions
• Comply with all BPA policies and procedures and maintain the highest standards of Client and information confidentiality
• Support the Production Team Leader by carrying out any additional activities/duties identified as necessary for the role

Measures of Success

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Training completed to the required level of competence

• Achieve and maintain a high level of quality as determined by calibrations, spot-check audits and side by side reviews
• Achieve and maintain required levels of productivity
• Adopt a flexible approach and responds positively to change requests
• Maintain a positive rapport with team members and line Manager
• Proactively identify risks and issues and escalate as required.
• Maintains required level of concentration and focuses efforts on business outputs
• Maintain required level of attendance
• Demonstrate Winning Behaviors

Skills & Experience
Essential

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Fluent in both English and Spanish

• Prior customer service experience
• Health Insurance background including medical claims, benefits, pharmacy, billing, and grievances
• Experience operating in a challenging organizational environment with a requirement to balance differing priorities and demands
• Highly effective communication skills
• Interest in technology and ability to understand and resolve technical issues
• Ability to work to tight targets and deadlines
• Flexible approach to change, with a positive attitude to fluctuating workload
• Experience being measured against performance criteria with the ability to take on board feedback for improvement
• Knowledge of and ability to utilize efficiently Microsoft type products such as Word and Excel along with e-mail and internet related tools
• Ability to work overtime
• Flexibility to change shift based upon business needs

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Desirable*

• Some College level education preferred

Job Type: Full-time

Job Type: Full-time

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