BILINGUAL PORTUGUESE speaking Quality Monitor (QM)

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Locations:

TransPerfect seeks a BILINGUAL PORTUGUESE speaking Quality Monitor (QM) to work on a project in Kansas City, MO. This role is project based in support of the 2020 Census and offers an exciting opportunity to make an impact in your community. The Bilingual Quality Monitor in the Census Questionnaire Assistance (CQA) program conducts quality evaluations and audits to ensure that Customer Service Representatives (CSRs) are performing in accordance with established quality and performance standards.

Responsibilities:

·       Using CQA subject-matter knowledge and judgment, evaluates recorded conversations between the CSR and caller using the QA evaluation solution for the program, providing context for ratings.

·       Evaluates interactions with CQA respondents for all contact center channels in multiple channel programs using the appropriate QA solutions.

·       Provides accurate scoring according to approved criteria definitions, quality standards and standard operating procedures (SOPs).

·       Effectively communicates results to CSRs both verbally and in written format, providing CSRs a path to appropriate reference materials for additional guidance.

·       Acts as a subject-matter expert, answers questions and assists contact center staff utilizing approved SOPs, training materials or Knowledgebase tools as reference.

·       Identifies and communicates call trends with contact center management staff; compiles and verifies statistical reports regarding quality metrics for review by contact center staff.

·       Responds to and reviews score disputes and escalates appropriately, when assigned

·       Meet and exceed the daily requirement of evaluations.

·       Acts as team player in order for the team to meet QA monitoring workload requirements (established service levels of performance).

·       Participates in calibration and joint monitoring sessions and complies with agreed scoring standards.

·       Complies with all respondent/data privacy and security requirements.

·       Champions quality across the site.

·       Carries out additional quality initiatives as directed.

·       Handles all other duties as assigned.

·       Regular and predictable attendance is required.

·       All CQA employees are required to respond to consumer inquiries via phone, email, or chat as required by volume (This position may be required to move from Quality Monitor duties to responding to calls based on business need).

Minimum Requirements:

·       High school diploma or GED required, Bachelor’s degree preferred.

·       Ability to speak English and Portuguese clearly, professionally, and fluently.

·       Six months call center quality monitoring experience required, one or more years’ experience providing feedback to CSRs and/or management level employees preferred.

·       Demonstrated customer service, leadership and team interaction skills preferred

·       Strong typing skills preferred.

·       Detail oriented.

·       Ability to communicate effectively both verbally and in writing.

·       Ability to work in multi-task environment.

·       Ability to prioritize and organize work.

·       May be required to work off-shift as necessary, to include night and weekend.

·       Must be authorized to work in the U.S. and provide documentation.

·       Position contingent on ability to obtain low risk suitability clearance.

·       Non-United States citizens must have resided in the U.S. for three (3) accumulative years of the past five (5) preceding the submittal of suitability forms.

About Us:

For more than 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, multicultural marketing, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.

 With annual revenues of over $550 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100  certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information on the TransPerfect Family of Companies, please visit our website at www.transperfect.com