Quality Assurance Analyst job Irving Texas
Quality Assurance Analyst job Irving Texas
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Quality Assurance Analyst Job



Employer Name: TF Holdings SpiderID: 12231876
Location: Irving, Texas Date Posted: 3/10/2022
Wage: Category: Quality Control
Job Code:
Number Of Openings: 1

Job Description:
About the Company:

The Quality Assurance Analyst (bilingual in Spanish and English) is responsible for performing various analyses and evaluations on a variety of topics related to the contact center and operational performance. The Quality Assurance Analyst will leverage call recordings and speech analytics to identify root causes associated with calls for products we service. This person will review call recordings, voice analytics, produce reports, and ensure that contracted contact center vendors are in compliance with regulatory rules through all customer contact channels (voice, email, and chat).

What we do:

Cortex Management provides a full-service solution for online lenders that leverages technology, analytics, and a team of experts to create innovative financial products and services for consumers.
Cortex Management is looking for a Quality Assurance Analyst - Contact Center (bilingual in Spanish and English) to join our Operations Team in Irving, TX. In this role, you will be responsible for performing various analyses and evaluations on a variety of topics related to the contact center and operational performance.
What you’ll do:

You will leverage call recordings and speech analytics to identify root causes associated with calls for products we service.
You will be responsible for screening incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.
You will convert monitor findings and scores into coaching recommendations for performance improvement actions to internal / external parties.
You will maintain current knowledge of business practices, product features, and quality standards
About you:

You have a high school diploma or equivalent. A bachelor's degree in Business Administration or a related field of study preferred.
You have 2+ years of experience supervising or performing quality review of both Customer Support and Collections in contact centers.
You are bilingual & fluent in both Spanish and English.
You have 2+ years of experience in a call center setting required.
You have 2 years of supervisor / management experience preferred.
You have previous facilitation experience with third-party vendors.
Job Type: Full-time


Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel: None
Vacation Time:


Job Benefits:
Health/Dental Benefits, Retirement Benefits, Paid Holidays, Vacations, and Sick Leave, Life and/or Disability Insurance, Casual Dress

Contact Information:
Contact Name: Ryan Crispiin Company Type: Employer
Company: TF Holdings Phone:
Street: 7701 Las Colinas Ridge Fax:
City: Irving
State: Texas
Zip: 75063
Web Site: https://www.tfholdingsinc.com/

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