Bilingual Auditor (WCT Call Center)

Are you a great communicator with strong writing skills? Do you excel at problem solving, have bilingual (Spanish) language skills and have experience in a call center environment?  If you take pride in providing outstanding customer service and resolving difficult issues, then you may be the person we've been seeking!

What you'll be doing...

As the WCT Auditor, your main focus will be to monitor, evaluate and assist with phone calls made to the call center.  This includes both external customer calls, as well as internal departmental inquiries.  You will also be responsible for providing feedback for our customer service agents and collaborating with trainers, supervisors and assistant managers in maintaining uniform operating procedures. 

This position will work onsite and can be based in either our Seattle, Federal Way, Mountlake Terrace or Las Vegas office location. 

As an Auditor, you will:

• Resolve issues escalated by the phone agents, supervisors or other departments
• Answer internal calls from phone agents on the Assist Queue line
• Review/resolve emails coming from company website related to customer service
• Perform Quality Assurance (QA) reviews on bilingual phone agents on a monthly basis
• Create and maintain Standard Operating Procedures detailing auditor duties
• Assist Trainers with the training modules to confirm information is correct
• Help maintain department/management handbooks with policy and procedure guidelines

Who you are...

• Educated. Bachelor's degree highly preferred
• Experience. Supervisory or exp. w/fund training for Western Conference Pension Trust preferred
• Organized.  Able to prioritize work, multi-task and work independently
• Communicator.  Strong verbal/written & interpersonal skills; Spanish language skills required
• Technically Savvy.  Proficient in the MS Office suite of tools including Word & Excel

If hired, you can expect...

• Hourly rate of $21.75 - $29.43 per hour (dependent upon experience & qualifications)
• Comprehensive medical, dental (w/ortho), vision, Rx benefits, disability, life & pet insurance
• Generous 401(k) plan with employer base contribution and match
• Paid vacation (10 days), sick leave (10 days) and holidays (10 days)
• Collaborative team environment
• Work-life balance

Equal Employment Opportunity

NWA is proud to be an Equal Employment Opportunity employer.  All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, physical or mental disability, marital status, amnesty, veteran status, citizenship, family medical history or genetic information or any other characteristic protected by local, state, or federal laws.  NWA prohibits any discrimination or harassment based on any of these characteristics. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact Human Resources at [email protected] to request accommodation.

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