Bilingual Quality Assurance Specialist

Columbus, Ohio

4 days ago

Job Description

Quality Assurance Specialist

Bilingual English/Spanish

At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents.

Summary:

The Bilingual Quality Assurance Specialist will gather and analyze agent call data for the organization, supporting training and leadership in making informed and objective training improvements and performance managements decisions. This role reviews quality metrics and ensures compliance with client standards and procedures for each interaction, identifies opportunities for improvement, and makes recommendations to maximize service and quality.

Pay: $21-25/hr depending on experience

Location: Columbus, OH (onsite at 775 West Broad street) and Phoenix, AZ (Remote)

Assignment: Full Time, Permanent, Non-Exempt

Responsibilities:

Participate client training programs to develop, implement, and manage quality monitoring processes
Communicate client and organizational quality standards and parameters to quality assurance (QA) team, customer service operations team, and other appropriate staff
Review English and Spanish language agent live interactions with customers via telephone, email, online chat, or in person for compliance with client standards and procedures
Identify and analyze issues and continuous improvement opportunities across functional areas; recommending and facilitating solutions to streamline processes
Assist in training, coaching, and developing associates for improvement and continuous growth
Support the resolution of escalated customer issues and report trending issues
Maintain compliance with federal, state, and local laws, as well as client and organizational regulations, guidelines, and policies
Comply with all industry regulations and security protocols
Safeguard all non-public personal information (NPI) and always maintain strict confidentiality
Perform other related duties as assigned

Education/Experience:

High school diploma or equivalent required
2+ years of training or quality assurance (QA) experience required; call center specific experience highly preferred

Knowledge/Skills:

Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
Excellent verbal and written communication skills including active listening
Excellent analytical and problem-solving skills with attention to detail
Strong coaching and leadership skills with a focus on team development and mentorship
Proficient computer skills with the ability to learn new software and operate multiple screens
Ability to maintain a high level of professionalism and act with integrity in stressful situations

Additional Requirements:

Must be at least 18 years old
Must be a US citizen
Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position
Ability to work independently and as a part of a team
Flexibility to work adjusted shifts, as necessary
Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times

Are you ready to join us in a welcoming team environment that values your contributions and helps you make a real difference in people’s lives? Start your career with Fortuity today!

What differentiates Fortuity and makes us an employer of choice?

Total Rewards:

Competitive base pay with incentive opportunities
Basic essential coverage insurance plans for all associates
OnDemand Pay

Additional On-site Offerings:

Fresh market vending
On-Site fitness center
Clean, climate-controlled environment

…And more!

Fortuity Calling, LLC, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

Numbers & Facts

Location	Columbus, Ohio
Website	https://www.fortuity.com/careers

Skills

Analysis Skillsunmatched
Call Centersunmatched
Coachingunmatched
Communication Skillsunmatched
Computer Skillsunmatched
Continuous Improvementunmatched
Corporate Salesunmatched
Customer Escalationsunmatched
Customer Relationsunmatched
Customer Service Operationsunmatched
Customer Support/Serviceunmatched
Customer Trainingunmatched
Data Analysisunmatched
Detail Orientedunmatched
English Languageunmatched
Federal Laws and Regulationsunmatched
Fitnessunmatched
Identify Issuesunmatched
Insuranceunmatched
Leadershipunmatched
Maintain Complianceunmatched
Mentoringunmatched
Multilingualunmatched
Online Chatunmatched
Performance Managementunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Developmentunmatched
Process Managementunmatched
Product/Service Launchunmatched
Quality Assuranceunmatched
Quality Managementunmatched
Quality Metricsunmatched
Quality Monitoringunmatched
Regulationsunmatched
Regulatory Complianceunmatched
Sales Supportunmatched
Security Protocolsunmatched
Spanish Languageunmatched
State Laws and Regulationsunmatched
Team Buildingunmatched
Training Program Developmentunmatched
Trend Analysisunmatched
United States Citizenunmatched
Writing Skillsunmatched

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