Bilingual Client Experience and Quality Administrator ( Remote/Spanish)
The Client Experience & Quality Administrator plays a critical role in ensuring high service quality and customer satisfaction by overseeing Net Promoter Score (NPS) reporting, analysis, and execution of quality assurance initiatives. This role monitors and tracks NPS trends, conducts deep-dive analyses to identify customer pain points, and collaborates with stakeholders to implement improvements. Additionally, the administrator oversees BPO Quality Analysts, audits their reviews for accuracy, leads call calibrations, and refines quality rubrics to maintain consistency in service standards. The ideal candidate has a strong analytical mindset to interpret customer insights, paired with execution skills to drive quality assurance and customer experience initiatives forward. Essential Duties and Responsibilities NPS Management & Customer Experience Analysis:
- Own the tracking, reporting, and analysis of Net Promoter Score (NPS) data.
- Conduct deep-dive investigations into low NPS scores, identifying key drivers of dissatisfaction
- Develop and present actionable insights to internal teams based on NPS trends and customer sentiment
- Partner with operations, training, and product teams to implement customer experience improvements
Quality Assurance & BPO Oversight
- Oversee BPO Quality Analysts, ensuring consistency and accuracy in their evaluations.
- Audit QA reviews to maintain high-quality standards in customer interactions
- Lead call calibration sessions with internal teams and BPO partners to align on quality expectations.
- Continuously assess and refine quality rubrics to improve evaluation accuracy and effectiveness
Execution & Process Improvement
- Identify service quality gaps based on NPS feedback and QA performance
- Work with training teams to enhance agent performance through targeted coaching and process refinements
- Implement new QA initiatives to align with evolving customer needs and business goals
- Monitor the impact of quality and customer experience initiatives, providing regular updates to stakeholders
Reporting & Stakeholder Communication
- Generate and maintain weekly/monthly reports on NPS trends, QA performance, and customer insights
- Present findings to leadership and operational teams to drive continuous improvements
- Collaborate with BPO partners and internal stakeholders to ensure alignment on customer experience objectives
Required Skills/Abilities:
- Bilingual (Spanish and English) is a must
- Strong analytical skills to interpret customer feedback and quality data.
- Experience in QA evaluation, call calibration, and process improvement within a BPO or contact center environment
- Ability to identify patterns and trends in customer sentiment and agent performance
- Excellent written and verbal communication skills for stakeholder collaboration
- Ability to work independently and in a team-oriented environment
- Proficiency in MS Office Suite.
- Strong attention to detail and ability to multitask in a fast-paced setting
Performance Metrics
- NPS score improvements based on actionable insights
- Accuracy and consistency in QA evaluations across BPO teams
- Timeliness and accuracy of reports and recommendations
- Effectiveness of quality initiatives and process improvements
Education and Experience
- 1-2 years of experience in customer experience, quality assurance, or data analysis in a contact center environment
- Experience working with NPS tracking, customer surveys, or quality assurance programs preferred
- Financial Industry background highly preferred
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