Quality Assurance
Tri Source International, Nicaragua

Nearstaff Solutions, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as a Training Specialist. If you are passionate about teaching, have a proven track record in delivering results and thrive in a fast-paced environment, we want to hear from you!

Quality Assurance Coaches have a passion for ensuring exceptional customer service and will play a vital role in maintaining the quality and consistency of interactions between our call center representatives and customers. They communicate effectively in English with diverse audiences both in writing and verbally. Deliver various required reports to key stakeholders.

Essential Duties and Responsibilities:

• Call Monitoring and Evaluation:
• Conduct daily, weekly, and monthly call monitoring of Agent/customer interactions.
• Evaluate calls for adherence to company policies amp; procedures, client policies amp; expectations, and quality standards.
• Provide constructive feedback to TSI leadership, agents, and teams based on evaluation results.
• Quality Metrics Tracking:
• Develop and maintain Quality Assurance key performance indicators (KPIs) for all TSI campaigns.
• Monitor KPIs, identifying trends and areas for improvement.
• Collaborate with training and development and the management team to implement corrective actions.
• Training and Coaching:
• Assist in the needs assessment, design, and delivery of quality assurance training programs for TSI agents.
• Conduct regular coaching sessions to improve agent, and team, quality assurance performance.
• Help develop quality assurance coaching materials and resources for line leaders to use with their agents.
• Root Cause Analysis:
• Investigate customer complaints, escalations, and quality issues to identify root causes.
• Develop strategies and tools to enhance escalation skills sets.
• Collaborate with relevant teams to address and resolve recurring issues.
• Implement, measure, and report on preventive measures to minimize future quality incidents.
• Documentation and Reporting:
• Maintain accurate records of call evaluations, feedback, and coaching sessions.
• Generate regular and ad-hoc reports on call center quality performance. Daily, weekly, monthly, and quarterly reporting required.
• Present findings and recommendations to management.
• Compliance and Regulatory Adherence:
• Ensure that TSI operations comply with industry regulations, legal requirements, and client requirements.
• Stay up to date with industry best practices and regulations affecting call centers.

Skills amp; Abilities:

• Personal Accountability Initiative amp; Integrity
• Is self-directing and self-motivating; seeks opportunities to improve business performance and processes; focuses on continuous improvement to build knowledge and skills.
• Behaves in a way that consistently exhibits the values of TSI; demonstrates honesty, sincerity, and respect for individuals.
• Bias for Action/Hustle
• Speed matters in business. Leaders work long, hard, and smart. They exercise strong business judgement and good instincts that inform their decisions. They make every minute count and seize opportunities. Is tenacious, intense, and has a sense of urgency around getting things done.
• Deliver Results/Achievement of the Right Results
• Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely manner. Despite setbacks, they rise to the occasion and never settle. Get the important things done. Leaders are resourceful and build things that work in our business. Is resourceful. Maintains effective pace and produces conclusive, measurable results within time constraints.
• Relationship Building
• Expresses courtesy and consideration; is patient, helpful, genuine, and approachable, demonstrates empathy and support.
• Works well with others to identify issues, evaluate options, and determine appropriate actions.
• Serves as functional expert and internal resource to other functions; coaches others on quality assurance related issues.
• Writing, Speaking, and Listening Effectively
• Writes, speaks, and presents information effectively, clearly, and with brevity; communicates to improve understanding, decision making and performance; understands the value of listening to others; thinks before speaking; probes to understand and confirms understanding of what is heard and understood; en

Job Rewards and Benefits