Employer is a global technology enterprise that offers exciting growth opportunities to its employees. With a focus on more categories, locations, and people, we are expanding rapidly. Join us and be part of our ambitious journey.

Job Description:
Quality Monitoring Specialist, Bilingual

Responsibilities:
- Monitor performance of Contact Center agents both in-office and remotely
- Conduct group monitoring and calibration sessions involving management
- Provide performance-related feedback and coaching to Contact Center agents
- Schedule routine coaching sessions with employees to support and drive performance expectations
- Identify trends in QA to implement process/performance improvements
- Speak with Dyson owners directly via multiple formats such as chat, email, and phone to provide business insights and support
- Other duties as assigned

Requirements:
- Minimum two (2) years of experience in a high-volume customer service environment
- High school diploma or equivalent required
- Previous experience in quality assurance preferred
- Prior supervisory or coaching experience preferred
- Proficiency in Microsoft Office Suite required
- Strong communication skills, both written and verbal, bilingual preferred
- Demonstrated proficiency in performance management and effective coaching techniques
- Ability to understand the Dyson brand and uphold its integrity
- Developed problem-solving skills and the ability to focus attention on details
- Ability to manage time effectively and meet deadlines and requirements accordingly
- Strong customer service, organizational, and analytical skills
- Embody the qualities of a reliable, dependent, and proactive team member
- Ability to adhere to call quality and other measured departmental statistics
- Must be able to work a flexible schedule, including overtime, nights, weekends, and holidays
- Some travel may be required

Benefits:
US FT Benefits Package

Additional Information:
Dyson is an equal opportunity employer. We welcome applications from all backgrounds, and employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or any other dimension of diversity.