Emerge is actively recruiting for a Bilingual Customer Service Analyst (English/Spanish) for a fantastic client company in Westlake, Ohio. This direct-hire position offers an annual bonus to 25%, fully paid family health insurance, and other generous benefits!

Job Purpose

The QA Analyst supports Customer Service Operations by evaluating agent interactions across phone, email, and chat to ensure accuracy and quality. They assist Customer Service Operations Management in delivering high-quality service.

Duties and Responsibilities

• Maintain and update quality assurance documentation and evaluation forms.
• Monitor SRx customer service agents to ensure compliance with quality standards.
• Collaborate with the vendor QA team to align with service expectations.
• Gain a thorough understanding of agent responsibilities to effectively monitor and support activities.
• Provide recommendations for improving training agendas and curricula.
• Participate in internal calibration sessions to ensure program compliance and consistency.
• Identify process gaps and suggest improvements to enhance quality standards.

Qualifications

• Strong verbal and written communication skills in English and Spanish.
• Proficient in Microsoft tools such as Outlook, Word, and Excel.
• Proven experience in customer support roles.
• Excellent multitasking and prioritization skills for self, team, and other departments.
• Minimum of three years of direct customer service experience.
• Willingness to travel up to 10%.

If you are qualified for this position, please click "apply now". Thank you in advance, however, only qualified candidates will be contacted. #INDHCLR

Who is Emerge? We are a global talent solutions company working with clients all over the world. We deliver managed sales, services, marketing, and business solutions to our clients. We are committed to your success, working quickly and efficiently to provide tangible, measurable results.