Bilingual Customer Service Evaluator - (Maitland, FL)

Job role: Multi-lingual Customer Service Evaluator Fluent in Spanish and English Location: New York Research Center, Garden City, NY & Florida Research Center, Maitland, FL Role reports to: Production Team Manager Job Purpose On behalf of our Global Client, analyze Customer to Client Contact Center telephone calls and written correspondence and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications. Critical responsibilities Analyze content of interaction between Customers and Client Contact Centers by evaluating the content of telephone calls and written correspondence in the required language Provide feedback on adherence to policies and appropriate procedures used to enable Client to deliver outstanding customer service Successfully navigate custom software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems Ensure all project analysis is completed in a timely