Supervisor, Customer Care Quality Assurance (Bilingual-Spanish)

We're Looking For A: Bilingual Supervisor, Customer Care Quality Assurance who will ensure the quality and efficiency of our customer interactions. This role is responsible for conducting thorough Quality Assurance evaluations for inbound interactions, leveraging their technological expertise to enhance our assessment processes. Collaborating closely with various teams to align the customer experience with company and partner expectations, leveraging technology and data-driven insights to continually elevate service standards.

Location: Woodland Hills, CA (Remote)

What You'll Be Doing:

• Develop and evaluate action plans using baseline data, harnessing tech-savvy skills to identify trends and areas for improvement.
• Monitor and provide constructive feedback to Quality Assurance Analysts, ensuring strict adherence to company guidelines, and utilizing technology to track compliance.
• Act as a mentor to Quality Assurance Analysts, setting clear, measurable improvement goals, and leveraging technological tools to enhance the overall customer experience.
• Maintain and analyze department Quality Assurance score reporting and trends, utilizing data-driven insights to proactively address quality issues.
• Collaborate with cross-functional teams to foster a positive environment that aligns with evolving industry standards.
• Ensure Quality Assurance Analysts consistently meet statistical targets, leveraging technology to provide data-backed action plans for underperformance.
• Manage productivity, staffing, scheduling, and task allocation, optimizing resources for maximum efficiency.
• Provide comprehensive program and agent performance reporting, including in-depth analysis supported by technology-driven insights.
• Document call performance and corrective measures, utilizing digital platforms for efficient record-keeping.
• Efficiently coordinate issue resolution at all escalation levels, deploying technology as necessary for swift resolutions.
• Proactively recommend policies, process improvements, and educational opportunities based on data-driven insights and tech-savvy strategies.
• Oversee and manage Quality Assurance disputes for all channels, using technological resources to streamline the process.
• Stay updated on products, procedures, and marketing initiatives, leveraging tech-savvy approaches to adapt to evolving industry landscapes.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don't tick ALL of these boxes.):

• Proficiency in utilizing tech platforms, including Google Sheets, Excel, and other fundamental software tools to efficiently manage data and reporting.
• The ability to convey information, ideas, and thoughts clearly and effectively, both verbally and in writing.
• Effective organization and prioritization abilities.
• Exceptional attention to detail.
• Outstanding customer service skills, including empathy and de-escalation.
• Being flexible and responsive to changing circumstances, open to learning, and able to adjust to new situations.
• Effectively manage and cope with job-related stress, ensuring continued productivity and well-being.
• Ability to establish and maintain productive working relationships at all organizational levels, fostering collaboration and a harmonious workplace.
• 5 years of experience in Contact Center Quality Assurance
• 2 years of experience as a supervisor
• 2 years' experience in Customer Service, preferred
• Previous supervisory/management experience, preferred
• High school diploma or equivalent
• Bachelor's degree in a relevant field, preferred
• Bilingual (Spanish), required

Golden Perks & Benefits:

• Health and Happiness: Enjoy 100% employer-paid medical, dental, and vision insurance. Get 75% premium coverage for dependents.
• Become an Owner: Join our Employee Stock Ownership Plan and be a part owner of Golden Hippo.
• Boost Your Savings: Maximize your retirement with a generous 401K Plan and company matching up to 3.5%.
• Stand Out, Get Rewarded: Excel and be recognized through our KPI Bonus, Win of the Week, Spot Bonus, and Shoutouts Program.
• Flexibility at Your Fingertips: Work on your terms with flexible arrangements for most positions.
• Skyrocket Your Career: Unleash your potential with unlimited room for professional growth.
• Thrilling Events Await: Exciting virtual and in-person events that redefine fun.

The anticipated salary range for this position is $X59,000-$78,700, plus annual & monthly KPI bonus potential.
Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.

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