Bilingual Quality Analyst (Xico)

Quality Assurance Analyst (Bilingual English/Spanish)What You'll DoApply objective decision‐making and critical thinking skills to determine whether audited work meets internal and external expectations across multiple lines of business.Facilitate sustainable, measurable, continuous process improvement initiatives at the individual and department level, resulting in high‐quality interactions while consistently meeting program standards.During a Typical DayPerform daily Quality Assurance evaluations on all lines of business, meeting or exceeding productivity targets.Use a quality monitoring data management system to compile and track performance at the team and individual level.Optimize work processes by identifying effective and efficient methods to complete tasks.Identify and escalates critical quality issues appropriately to senior management.Remain current on products/services, departmental processes, and program key performance indicators.Deliver actionable coaching to agents, d...