YSTA Services Inc dba Payless Power History

Founded in 2005 and owned and operated by three brothers, we understand the importance of family and small business in Texas. As a growing entrepreneurial company we are always looking to welcome folks into our family who take great pride in serving the customer as much as we do.

Job Description:

The Bilingual Quality Assurance Analyst is responsible for monitoring communications between employees and external customers to maintain set expectations and standards of quality. The Bilingual Quality Assurance Analyst is responsible for documenting these interactions and leading discussions to evaluate whether communications align with our standards, providing constructive feedback and suggestions for improvement directly to managers and colleagues.

What You’ll Do

· QA monitoring for interactions in both Spanish and English involving sales representatives, customer care representatives, and team leads.

· Professional documentation practices through Excel Publisher, Word Doc, etc.

· Publish QA scorecards and calls through CXOne system.

· Create and distribute Weekly QA reports to management.

· Weekly Team Lead, Customer Care and Sales Reports, and monthly dispute reports.

· Care and Sales Representative Roster – Add, remove, or move employees to the correct dept.

· Monthly Customer Care/Sales Newsletter Rotation.

· Incentive and Recognition Programs: Track top-performing representatives and send out real-time kudos to acknowledge outstanding performance, adhering to the QA Kudos Process.

· Project Management Tools: Actively manage tasks in Asana, ensuring all details like assignees, due dates, and project descriptions are accurate and up-to-date.

· Communication: Provide clear, concise, and consistent feedback. Avoid subjective comments to maintain professionalism and clarity.

· Self-Driven Reviews: Conduct thorough call review analyses and trend reviews. Decide the appropriate times to notify team leads or management about critical issues.

· Dispute Handling: Manage disputes as per our QA Dispute Process, ensuring all necessary details are correctly logged and escalated appropriately.

· Team Meetings: Attend team check-in meetings prepared and on time, ready to discuss any items or clarify any processes.

· Deduction Comments/Summary–must provide a clear, concise, friendly, and consistent comment deductions detail. Do not provide subjective comments that may be taken personally or negatively.

· Other duties as assigned.

What You Have:

· Minimum of Six months working in the electricity sector or previous quality assurance analyst experience required.

· Fluent in English, both verbal and written required.

· Intermediate Spanish, both verbal and written required.

· Proficient with Microsoft (Excel, Word, and Outlook) and navigating between systems.

· Must thoroughly understand Customer Care or Sales metrics systems.

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.

· Frequently required to use fingers and reach with hands and arms.

· This role routinely uses standard office equipment while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above describes the general content and requirements for this job's performance. It is not construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

EQUAL EMPLOYMENT OPPORTUNITYPayless Power Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• Under 1 year

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Fort Worth, TX 76118