Bilingual Quality Assurance Specialist

Title: Bilingual Quality Assurance Specialist

Location: Phoenix, AZ

Job Description:

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.