Bilingual Qa Analyst Jobs (NOW HIRING)

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. 

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. 

Equal Opportunity Employer 

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here.  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Purpose 

Bilingual (English/Spanish) support of the operation and the customer through monitoring agent transactions quantifying the results and ensuring all are calibrated properly   

This position is 100% onsite in Brownsville, TX. Work at home is not available for this position. 

Your Responsibilities 

• Support Bilingual QA efforts – English and Spanish 

• Observations on recorded or live agent calls and score them against a TP and client provided standard   

• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support  

• Complete all work assignments within deadlines given  

• Attend TP and client meetings and functions as assigned  

• Maintain a set work schedule allowing for flexibility based on business needs  

• Host and facilitate internal, external or QA team calibrations to track results and attendance  

• Quality Assurance CSAT calibration process with clients, monitoring services and the operation  

• Ensure value added CSAT analytics, methods and practices are provided to operation   

• Client interaction as it relates to CSAT analytics, methods, and processes  

• Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction (regardless of scoring or indicators utilized by the client)  

• Support supervisor teams with representative quality execution Support supervisor teams in calibration session  

• Support new hire quality training and transition  

• Participate in any new policy training to ensure all policies are understood  

• Ensure all QA Analyst reporting, and communication requirements are met   

• Thrive as a team player in a fast paced, high energy, change oriented environment  

• Perform other duties as assigned by supervisor or other members of management  

• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately 

Qualifications 

• Must be bilingual – English and Spanish, must speak and understand fluent and professional level Spanish 

• Must be at least 18 years old