Sears Customer Support Call Center is actively seeking an experienced customer service agent to assess call center quality of customer contacts in multiple locations.
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Candidate must be fully bilingual in English and Spanish
Previous Call Center experience is REQUIRED
The Bilingual Quality Assurance Specialist is responsible for coordinating the internal monitoring and scoring of Customer Service Associates in assigned business utilizing the call recording application. Administrative functions include setting up and maintaining scoring workbooks, identifying trends, providing clear and detailed coaching guidance to drive performance, determining behaviors driving performance, recommend activities for performance improvement and bringing this information those trends to management's attention. This position also monitors live calls when needed to support special initiatives, projects and promotions. Administers mystery shops, call studies, vendor calibrations and IVR interactions studies. Must be fully Spanish/English bilingual.
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