Temp Ready Reserve Quality Analyst, Bilingual Spanish

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Senture, LLC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🤝 B2B

🏢 Enterprise

B2B • Customer Support • Enterprise

Senture, LLC is a leading provider of multichannel contact center and business process outsourcing (BPO) solutions. The company partners with clients to elevate customer interactions through strategic insights and effective service delivery. With a strong emphasis on technical support and customer satisfaction, Senture operates in both public and private sectors, leveraging their 20 years of experience and over 4,000 employees to drive performance and exceed client goals.

📋 Description

• Evaluate customer interactions using established quality standards and scoring methodologies • Monitor calls, chats, and other customer contacts to ensure compliance with client requirements • Identify performance trends and improvement opportunities through quality reviews • Deliver constructive coaching and feedback to agents to improve performance and customer satisfaction • Collaborate with Team Leaders and Operations management to develop coaching and performance improvement plans • Analyze quality data and prepare reports that highlight agent performance, quality trends, and operational insights • Maintain accurate quality documentation and records

🎯 Requirements

• High School Diploma or GED equivalent • U.S. Citizenship required • Bilingual in English and Spanish • Ability to obtain and maintain required federal clearance • Previous call center, customer service, quality assurance, training, or coaching experience preferred • Proficient in Microsoft Office applications, including Excel and Word • Knowledge, Skills & Abilities: Strong customer service mindset, excellent verbal and written communication skills, effective coaching and mentoring abilities, strong analytical and investigative skills, detail-oriented, strong organizational and time management skills.

🏖️ Benefits

• Remote work eligibility • Paid time off