Bilingual Quality Analyst

Bilingual Quality AnalystMX-DF-Mexico DF**Description**:At Percepta, we offer first-class service in every market we serve.
**What you'll do****During a typical day**:- **Quality auditing**:- Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets.
- Use quality monitoring data management system to compile and track performance at team and individual level.
- Optimize work processes by identifying effective and efficient methods to complete tasks.
- Identifies and escalates critical quality issues appropriately to senior management- Remain current on products/services, departmental processes and program key performance indicators.
- **Provide constructive feedback**: Deliver actionable coaching to agents, discuss performance trends in one-on-one or group sessions, and partner with Supervisors on coaching plans- **Continuous Imrpovement**: Collaborate with agents, leaders, and other Quality Speci...