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Bilingual Quality Assurance Representative in Hoffman Estates, IL at Sears Holdings Corporation

Date Posted: 5/6/2019

Job Snapshot

Job Description

Req/Job ID: 974563BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 49090: MSO-Hoffman Estates

The Bilingual Quality Assurance Specialist is responsible for coordinating the internal monitoring and scoring of Customer Service Associates in assigned business utilizing the call recording application. Administrative functions include setting up and maintaining scoring workbooks, identifying trends, providing clear and detailed coaching guidance to drive performance, determining behaviors driving performance, recommend activities for performance improvement and bringing this information those trends to management's attention. This position also monitors live calls when needed to support special initiatives, projects and promotions. Administers mystery shops, call studies, vendor calibrations and IVR interactions studies. Must be fully Spanish/English bilingual.