The Bilingual Quality Assurance (QA) Specialist reports to the QA Manager and assists the QA Manager in implementing the quality assurance plans. This position is located at a Call Center in Bossier City and is not a remote position.

• This position performs QA reviews of completed work, identifies performance deficiencies, and assists in developing ongoing refresher training for individuals or the entire operational staff.

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``` - This position requires excellent interpersonal, organizational, written, and spoken communication skills.

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``` - The QA Specialist provides mentoring to new employees or those having difficulty meeting quality requirements.

*ESSENTIAL JOB REQUIREMENTS *

• Assists the QA Manager in developing and implementing QA and training programs
• Conducts QA reviews
• Assists the QA and Training Managers in report preparation
• Conducts training sessions, either individually or in group settings
• Provides one-on-one mentoring to new employees or those having difficulty meeting quality requirements
• Performs other duties as assigned by management

*REQUIRED EDUCATION *

• Associate Degree or relevant years of experience

*REQUIRED EXPERIENCE *

• Minimum of two years experience
• Relevant computer skills
• Experience with developing and monitoring QA programs
• Demonstrated excellence of oral and written communication
• Demonstrated excellence of organizational skills
• Ability to perform in a fast-paced environment
• Experience in training one-on-one and in group settings

**REQUIRED SKILLS

Problem Solving: **

• Identifies and resolves problems in a timely manner.
• Gathers and analyzes information skillfully.
• Develops alternate solutions.
• Works well in group problem solving situations.
• Uses reason even when dealing with emotional topics.

Multi-tasking:

• Able to work in a fast-paced environment by prioritizing and multi-tasking.
• Able to meet deadlines with a high level of credibility, integrity, professionalism, customer service and motivation.

Detail Oriented:

• Must pay particular attention to details in all transactions to ensure accuracy, completeness and timeliness.

Customer Service:

• Manages difficult or emotional customer situations.
• Responds promptly to customer needs.
• Responds to request for service and assistance.

Communication:

• Speaks clearly and persuasively in positive or negative situations.
• Listens and when needed, gets clarification.
• Practices active listening skills to determine the nature of the problem / call.
• Practices excellent telephone and written communication skills including voice tone and grammar.

Teamwork:

• Contributes to building positive team morale.

Attendance/Punctuality:

• Is consistently at work and on time.
• Ensures work responsibilities are covered.

**PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to type, talk or hear.

The employee frequently is required to sit and reach with hands and arms.

The employee is occasionally required to stand and walk.

The employee must occasionally life and / or move up to 10 pounds.

Specific vision abilities required by this job include the ability to read a computer monitor.

MENTAL REQUIREMENTS

• Must be able to do math.
• Must be able to carry out complex written instructions.
• Must be able to prioritize demands that work with frequent interruptions.

EQUIPMENT USED:

• Computer, calculator, tel phone, fax machine, scanner.

Employer complies with all laws prohibiting discrimination against employees and applicants based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, or veterans' status.