Bilingual Call Center Quality Assurance Specialist - CornerStone Staffing

CornerStone Staffing has teamed up with a major name in automotive to seek out a Spanish bilingual quality control specialist to join their financial services team out in Chandler, AZ. You'll play a key role in ensuring top-notch customer service by reviewing call center interactions, spotting improvement opportunities, and helping the team shine. Join us to bring accuracy, insight, and a bit of fun to every customer connection! If you have call center experience working in quality assurance roles, apply today!

Job Title: Bilingual Call Center Quality Specialist

Location: Chandler, AZ (Hybrid - Must be local)

Pay: $16-$18/hour

Schedule: On-site hybrid schedule a few days per month (primarily Wednesday and Thursday, subject to change based on business needs).

Hours: Monday-Friday, between 7 AM - 5 PM (flexibility required for overtime, weekends, and holidays, excluding Thanksgiving and Christmas)

Job Description:

As a Quality Specialist in our Experience Center, you will assess the quality and accuracy of call center operations, ensuring team members meet customer service standards and compliance. Your insights will support performance improvement, process enhancements, and customer satisfaction.This role includes evaluating calls for process adherence and customer impact, requiring critical thinking and a thorough understanding of quality assurance practices.

Key Responsibilities:

• Evaluate and verify the quality and accuracy of call center and partner interactions to support high-quality customer contact and task processing.

• Participate in calibration sessions to maintain consistent quality standards, processes, and scoring accuracy.

• Use monitoring tools to gather data and produce reports that drive business objectives.

Who We're Looking For:

• Attention to Detail: Strong organizational skills with a focus on accuracy and detail.

• Communication Skills: Proficient in written communication to report findings and provide feedback.

• Technical Skills: Familiarity with Microsoft Office applications (Word, Excel) and experience with recording platforms (e.g., NICE) is a plus.

• Problem-Solving Abilities: Comfort in applying concepts in ambiguous or "gray area" scenarios.

Qualifications:

• Education: High School diploma or equivalent.

• Experience: Background in quality assurance, customer service, and call center environment. Automotive finance experience is a plus.

• Language: Bilingual proficiency in Spanish

• Flexibility: Ability to work flexible hours, including overtime and weekend shifts.

• Technical Requirements: Reliable high-speed internet for remote work as needed.