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Quality Assurance Analyst- Bilingual

Valley Stream, NY 11581

Posted: 11/29/2023 Employment Type: Permanent Category: Other Job Number: 260320 Pay Rate: 50K-62K

Job Description

Bilingual Quality Assurance Analyst
 ? Monitor and evaluate recorded phone calls for adherence to quality standards, including accuracy, professionalism, and compliance with company policies. ? Listen attentively to customer conversations in both English and Spanish to identify areas for improvement in customer service, product knowledge, and issue resolution. ? Document and analyze customer feedback, complaints, and escalations in both languages to identify trends, patterns, and areas of improvement. ? Collaborate with cross-functional teams to develop and implement action plans for process improvements based on quality insights. ? Provide coaching and feedback to customer service representatives to enhance their performance and ensure consistent adherence to quality standards. ? Conduct regular audits to assess adherence to call handling procedures and identify training needs. ? Develop and maintain comprehensive quality assurance reports and performance metrics in both English and Spanish 

Fluency in both English and Spanish is mandatory, with excellent verbal and written communication skills in both languages.

Meet Your Recruiter

Matt London



I’m Matthew London, I recently joined Lloyd Staffing as a Supply chain recruiter. I have spent my entire career in institutional sales, specializing in government supply. During my 30-year tenure, I have developed long lasting relationships with our clients in areas of: Operations, Management, Procurement, Manufacturing, Production, Warehousing, Distribution, Logistics, Quality control, Compliance, Management and Sales. I have always felt that communication, respect and honesty are the most important factors in successful business relationships. My motto throughout my career has been “The customer is always right.” I bring that same attitude to both sides of the staffing process, the client and the candidate! #LLOYDEMPLOYED

In my free time I love to spend time with my family, friends, and especially my two dogs! I love to cook, travel, workout, play tennis and watch the newest series on Netflix. Lastly, if you can’t reach me-I’m probably on the Golf course!

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