Bilingual Quality Analyst, Community Impact Call Center (CICC)

Bilingual Quality Analyst, Community Impact Call Center

100% Remote within California, Must reside in California

The Foundation for California Community Colleges’s (FoundationCCC) Community Impact Call Center (CICC) is a cornerstone of providing critical support to disadvantaged communities across the state of California. FoundationCCC is seeking Call Center Agents to join our team and deliver exceptional customer service to families accessing social services. In this role, you will provide accurate information about eligible benefits, answer questions, troubleshoot issues, document case notes, and escalate inquiries as needed. Join us in making a tangible difference in the lives of Californians.

What You’ll Do

The Community Impact Call Center provides outstanding customer service and technical assistance to families who receive social services across the state. We are seeking a Call Center Quality Analyst to support in organizing, directing, and overseeing the activities of the Foundation’s Call Center and its staff.

• Supports the leadership team by providing multiple channel quality reviews (Quality Forms, Email, Microsoft Teams) and communicates to the quality analyst leadership, as well as the team members who are receiving the assessment review.
• Collaborate with the leadership team to align efforts with operational objectives and ensure quality standards are met.
• Prepare and deliver accurate, timely reports to departments, individual teams, and team members, as well as the quality analyst supervisor.
• Participate in deep dives to identify best practices and opportunities for improving Quality Control processes.
• Propose and implement ideas for process improvements to enhance efficiency, quality, and the overall customer experience.
• Develop and maintain QA process documentation in collaboration with the quality analyst leadership team, ensuring updates are implemented on an ongoing basis.
• Communicate updates and changes to quality assurance processes to leadership and relevant team members.
• Perform daily call monitoring, reviewing up to 30 calls per day according to the monthly schedule.
• Conduct Weekly team lead quality meetings for reporting and coaching feedback.
• Provide Weekly/Monthly reporting to the quality supervisor on calls reviewed.
• Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements.
• Contribute to team success by completing additional projects and tasks as assigned.

Attributes for Success