Quality Assurance Representative- Fluent in French
4 weeks ago
**GET TO KNOW ALORICA**
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe. **JOB SUMMARY**
- Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups
- Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies
- Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
- Creates customized queries for end-user support
- Administers timekeeping functions via Alorica's time reporting system **OTHER RELATED DUTIES**
- Assists IT department in quality monitoring problem resolution
- Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems
**JOB REQUIREMENTS**
**Minimum Education and Experience**:
- Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field (Bachelor's degree preferred)
- Significant experience in quality monitoring
- Exposure to telephony concepts and voice recording workflow (preferred)
**Knowledge, Skills and Abilities**:
- High-level understanding of voice recording technologies
- Fluent in Spanish, French and English (Read/Write/Speak).
- Clear understanding of agent administration in CMS
- Strong written and oral communication skills
- Strong analytical skills
- Familiarity of Alorica IT Business Processes
**Work Environment**:
- Work is performed in a climate-controlled call center environment.
- Occasional exposure to dust, electricity, and extreme temperatures
**Physical Demands**:
- Occasional lifting, bending, sitting, and stooping
**Equal Opportunity Employer - Veterans/Disabled
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