The Nielsen Company Bilingual Part Time Quality Representative PM Shift in San Antonio, Texas

Position Overview

This position is responsible for monitoring outbound survey calls made by Call Center Research Interviewers in order maintain quality and compliance. Quality Representatives will be accountable for accurately scoring monitored calls and maintaining proper record keeping of all quality data.

Job Responsibilities

Strategically monitor Research Interviewer calls as a mechanism to maintain quality compliance expectations Understand and appropriately apply the quality infraction guidelines when scoring monitored calls Meet or exceed individual call monitoring targets in order to ensure cycle, study goals, and client deliverables are met Accurately capture and record call scoring data onto monitor forms in the quality database Interface with operational management to provide clarification and/or explanation of quality scoring, as needed Required to attend all training pertaining to call center studies and quality procedures Monthly participation in team monitoring calibration sessions

Collaborate and team with peers/management to meet overall call center goals and objectives

Participate in special projects as requested

Position Expectations

Maintain a working knowledge of all current and active research studies in order to provide meaningful feedback and scoring

Detail orientated and attention to detail

Ability to explain difficult concepts in simple terms

Professional, Personable and willing to quickly build professional relationships

Ability to effectively communicate and provide feedback

Goal focused with a willingness to provide and accept coaching and development

Ability to arrive to work on time, and as scheduled, in order to adhere to assigned work schedule and meet team goals

Position Requirements

High School diploma or GED equivalency

18 years of age Excellent communication skills (Verbal & Written) Strong Interpersonal skills Organizational and time management skills

Computer and typing skills (Data entry) Proficient in Windows & Microsoft Office

Bilingual - Fluent in the English and Spanish Language, both verbal and written

Prior experience in Call Center, as a Scarborough RI

Proven ability to meet quality targets as an RI

Physical Requirements

Ability to stand, bend, stoop, sit, walk, twist and turn

Ability to use a phone or wear a headset

Ability to use a computer, keyboard and mouse

Work environment is indoors, majority of time is spent sitting at a desk

Schedule Requirements

One weekend shift required each week (Saturday or Sunday)

3-5 shifts per week

25-28 hours per week (PT)

Type of shift: Multiple shifts

Schedules: 5-6 Hours/Day (PT) preferred