Quality Management Specialist (Call Center) - Spanish Speaking

Quality Management Specialist (Call Center) - Spanish Speaking

Summary

The Quality Management Specialist is responsible for designing, updating, monitoring, reporting, and maintaining the customer service division’s quality management program. This position collaborates with staff and partners to drive continuous improvement in the customer service division.

Essential Functions

• Design, update, and maintain the quality monitoring program evaluating the quality of services provided across the customer service department’s functions
• Develop, update, and maintain the department’s quality management (QM) policies & procedures
• Conduct internal audits to measure and ensure adherence to established quality assurance standards
• Analyze trends and recommend enhancements to support short and long-term changes in business needs
• Assist with the development and adoption of metrics for the functional areas
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