Bilingual Contact Center Quality Assurance Analyst - Golden Hippo

We're Looking For A(n): Bilingual Contact Center Quality Assurance Analyst who will work with the Customer Service/Contact Center Operations staff in performing a training gap analysis and conducting quality assessments to ensure performance and policy adherence. Additionally, this role will present trending results to management with recommendations for agent performance as well as process improvement.

Location: Woodland Hills, CA - Remote 

What You'll Be Doing:

• Review a high number of calls, emails, and chats in order to maintain and develop internal support and call service quality standards
• Direct quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes
• Asses support interactions based on internal standards
• Verify results by measuring skills in the use of scripts, product knowledge, sales, serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of the call
• Accompany evaluations with meaningful and constructive feedback
• Communicate concerns and/or issues based on information acquired through call listening and chat/Email reviews (broken bottles, fulfillment issues, sale link errors, etc..)
• Conduct weekly/bi-weekly calibration meetings
• Continually audit and revise quality assurance score forms
• Assure that the Contact Center is aligned and compliant with the company's SOPs & Policies and present new SOPs & Policies when necessary

Qualifications (Note: We strongly encourage you to apply even if you don't tick ALL of these boxes.):

• Outstanding customer service skills and dedication to providing exceptional customer care
• Excellent verbal, Written, and Interpersonal communication skills;
• Exceptional listening and Analytical skills
• Great organizational and solid  time management skills
• Able to carry out responsibilities with little or no supervision
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be a self-motivator and self-starter
• Ability to own tasks from start to finish, taking full responsibility for successes or failures
• Quickly identifies and resolves challenges by using logical analysis and data to provide innovative solutions.
• Required Education: Highschool diploma or equivalent
• Required Experience: 
  •  3+ years experience with Call Center Operations requiring Spanish/English Conversational and Written interactions (Phone, Chat, Email)
  • 1+ years experience as a Quality Assurance Analyst
  • Fluent/Proficient in both English and Spanish (Written and Spoken)
  • Must type at least 55 WPM
  • Basic computer skills, including Google Workplace and/or Microsoft Office Suite.
• Preferred Education: Bachelor's Degree
• Preferred Experience: Previous experience working with Five9, Salesforce, and NetSuite

Golden Perks & Benefits: 

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We've donated over $6.1 million to date. 
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. 
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Professional developmentopportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. 
• Tuition reimbursement program, which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development. 
• Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs. 
• Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs, where your hard work is not only valued but also acknowledged and rewarded. 
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees. 
• For those coming into our Woodland Hills, CA office, you'll find a fully stocked kitchen and a free on-site gym. 
• Virtual and in-person company events, like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance.

To read more about our Perks & Benefits, click here.

The base salary range is $22.11-$29.56/hr, plus annual & monthly KPI bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.