Bilingual Quality Assurance Specialist

Consumer Safety Technology (CST) and our family of brands have helped millions of individuals to live and drive responsibly. We provide products and services to consumers and program monitoring authorities to effectively deter impaired driving and support individuals as they navigate the license restoration process. We are the largest provider of Ignition Interlock Devices (IIDs) in the United States and the only company working to assist individuals in successfully navigating the often daunting DUI process.

We hire people who we expect will produce exceptional results, deliver amazing service to our clients including customers, attorneys, state associations and more, and inspire positive change within the company.

Job Summary:

The Bilingual Quality Assurance Specialist is responsible for reviewing the interactions between customer service representatives and customers for the purpose of evaluating the customer experience provided. This activity will result in better monitoring of customer experience, improved adherence to the quality guidelines, and hence, a very high degree of customer satisfaction. Providing coaching to improve agent performance is another focus of the Quality Assurance Specialist.

Duties and Responsibilities:

• Ensure quality assurance guidelines are aligned with training documentation and procedures. Suggest updates to documentation when gaps are identified.
• Focus on proper identification of customer issues, and correct resolution processes when evaluating customer interactions.
• Update leadership with information pertaining to observations/changes/trends observed from our customers and front-line agents.
• Identify challenges to current customer and/or call center process and operational policies. Present recommended options for resolution to management team.
• Provide coaching to agents to assist in improving long-term agent performance.
• Review and score both English and Spanish interactions between customers and phone and written communication agents.
• Track common issues to assist with development of continuous education content and updates to new hire training practices.

Job Requirements:

• High School diploma or GED required.
• Customer service experience preferred.
• A strong sense of accountability and work ethic with the ability to manage work independently.
• Excellent oral and written communication skills.
• Superior judgement and critical thinking skills to make a well evaluated decision regarding state regulations and company operating procedures.
• Fluent in both English and Spanish (written and spoken)
• Proven reliability and performance working within the Customer Service Call Center environment.
• Very strong ability to diffuse escalated callers and use critical thinking to evaluate the best option to resolve in the most cost-effective manner possible.
• Positive, resilient, consistent, customer-centric attitude. Patient, team-oriented demeanor.
• Strong computer skills, including Microsoft Office programs.
• Able to pass all Spanish assessments.

Why work for us? Check out this list of just a few of the many good reasons why…..

• Growth Oriented- 7 years of over 10%+ growth annually. Doubled in size over the past 2-3 years
• CST Holdings won the 2022 Top Workplace Award locally and nationally–and 2022 Best Place for Working Parents Award
• We are the nation’s largest interlock provider
• Full-time/40 hours guaranteed weekly
• Our Mission is to help people live and drive responsibly. Last year our product stopped 243,000 illicit startup attempts by people who were too intoxicated to drive.
• Position pays $20/hr. + 1.00 Bilingual Differential
• Benefits include Paid Time Off, 401(k) & Health/Life/Vision/Dental insurance
• Ongoing Professional Training online via Litmos

Equal Opportunity Employer It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants on the basis of individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information