Process Quality Control Manager | Spanish

Description

Job Summary: We are seeking a Spanish-speaking Process Quality Control Manager to ensure the quality of interviews, training, and communications, contributing to the continuous improvement of team performance. Key Highlights: 1. Ensure the quality of interview and training processes. 2. Contribute to the continuous improvement of employee performance. 3. Cross-functional communication and performance development. **Agentify** is an international outsourcing contact center operating in the market since 2013\. Over the past 10 years, we have grown to an international level, with offices in Colombia and Ukraine, serving clients across various sectors in Europe and Latin America. Our team comprises over 250 specialists who demonstrate daily that professionalism, transparency, and results orientation lead to success. We are currently seeking a Spanish-speaking Process Quality Control Manager for our team. **We Offer:** * Salary structure: + Base salary: $375 USD. + Language bonus \- B2: $190 USD \| C1: $285 USD + Performance and KPI-based bonuses. * Fully remote work. * Work schedule: + Days: 5 days per week (Monday to Friday), weekends off. + Hours: Initially, coordination with the European team is required, so working hours will be 3 AM to 12 AM Argentina time (GMT\-3\); after the probation period, we can adapt to your country of residence. * Vacation: 20 working days per year. * Company-funded continuous training and professional development. * Ongoing support from the team. * Gifts, benefits, and additional bonuses upon completion of the probation period (3 months). * Payments are made exclusively in USDT (a cryptocurrency pegged to the US dollar). **Job Mission:** * Ensure quality control of interview, training, and communication processes through meticulous video review, logging of key moments, and report generation, thereby maintaining company standards and supporting the continuous improvement of employee performance. **Your Responsibilities:** The specialist will be responsible for a variety of quality assurance and improvement activities, including: * **Call Monitoring for Standards and Violations:** + Develop and execute a call monitoring plan. + Systematically listen to calls and take notes/comments in the agent’s personal account (and in a spreadsheet for billing purposes). + Filter and monitor calls with parameters below standard (e.g., short duration, low approval rate). + Notify the Quality Department Manager about systemic violations. * **On-Demand Monitoring:** + Listen to specific calls or call segments upon request. + Document findings in the Google Sheet provided by the manager. * **Delivery Address Error Control:** + Create a list of calls containing delivery address errors. + Identify the party responsible for the error (agent or validator). + Provide feedback/comments in the agent’s personal account or in Trello for the validator. * **Cross-Functional Communication and Development:** + Create a list of target agents for performance improvement. + Discuss agent performance, provide recommendations, and develop customized improvement plans. + Design listening plans aligned with the agent’s development goals. * **Training and Evaluation:** + Determine the schedule and participants for candidate or employee evaluation tests following training completion. + Conduct a test call as a customer to assess candidate/employee performance. + Provide evaluation results to the trainer. * **Appeal Review:** + Review appeals against fines submitted to the support service. + Decide whether to confirm or cancel the fine. * **Best Practices Identification:** + Identify best practices from monitored calls. + Transfer relevant information and knowledge to the QI Department Analyst. **Requirements to Join Us:** * Native-level Spanish proficiency, minimum B2 or higher (conversational fluency is essential). * Computer literacy. * Knowledge of sales stages and techniques: experience in sales is highly valued. * Basic familiarity with Google Workspace (Docs, Sheets, Drive, Gmail, Meet). * Understanding of fundamental training process principles. * Familiarity with basic interview stages. * What matters to us? That you understand the purpose behind your work, that you are honest with yourself and your colleagues, and that you are not afraid to step outside your comfort zone when needed. If you seek a place where your actions make a real impact on outcomes, we would be delighted to meet you. **Our Corporate Values:** * Transparency: We value open communication, active listening, and exploring new approaches. * Reliability: Trusting every team member is important to us, and we create conditions enabling responsible work. * Continuous Development: We do not expect perfection, but we do expect the desire to learn and improve. * Results Orientation: We work to achieve tangible results, not merely to fulfill formal plans.