Bilingual Quality Assurance Analyst - Remote
About Thriveworks Thriveworks is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America’s most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter. About the Job Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center representatives who deal with our existing and potential clients. The QA will monitor inbound and outbound calls to assess demeanor, technical accuracy, client service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall Thriveworks client experience. Key Responsibilities Participates in the design of call monitoring formats and quality standards Performs call monitoring and provides trending data to the management team Uses a quality monitoring data management system to compile and track performance at the team and individual levels Participates in customer and client listening programs to identify customer needs and expectations Provides actionable data to various internal support groups as needed Coordinates and facilitates calibration sessions for call center staff Provides feedback to call center team leaders and managers Prepares and analyzes internal and external quality reports for management staff review Perform other duties as assigned Basic Qualifications 2+ years overall Call Center Experience preferred Bachelor's Degree a plus Must be fluent in Spanish Excellent verbal, written, and interpersonal communication skills Outstanding customer service skills and dedication to providing exceptional customer care; Must be a self-motivator and a self-starter Focus on quality and customer service; Exceptional listening and analytical skills; Solid time management skills Must be able to effectively partner with people at all levels inside and outside of the Company; Creative ability & writing proficiency Ability to multitask and successfully operate in a fast-paced, team environment Must adapt well to change and successfully set and adjust priorities as needed Must be proficient with the Google suite of products Career Progression Quality Assurance Supervisor Quality Assurance Manager Benefits An amazing team culture Professional development & advancement opportunities 401K with 3% employer match Healthcare, Dental, Vision, and life insurance benefits Professional EAP program for team members & household Additional coverage options available, such as: Short Term Disability, Long Term Disability, Group Accident Insurance Successful Thriveworks employees believe in our mission to help people live happy, healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you fit the bill and belong on our team, apply today! Physical demands for Thriveworks positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement. Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team. Interested in joining Team Thriveworks? We're thrilled to meet you! With Job scams becoming more and more frequent, here's how to know you're speaking with a real member of our team: Our recruiters and other team members will only email you from [email protected] or an @thriveworks.com email address. Our interviews will take place over Google Meet (not Microsoft Teams or Zoom) We will never ask you to purchase or send us equipment. If you see a scam related to Thriveworks, please report to [email protected]. You can contact [email protected] with any questions or concerns. Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team. 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