What are the responsibilities and job description for the Bilingual Quality Call Analyst position at CDR General Services?
CDR General Services is a multicultural, safety-first staffing partner serving industrial, construction, maritime, transportation, logistics, and administrative teams across the Gulf South. Founded in 2017, the company focuses on providing customized labor solutions tailored to the operational needs of diverse businesses. CDR General Services was created to bridge the gap between exceptional talent and organizations seeking diversity and innovation. The company is committed to delivering high-quality staffing services while fostering an inclusive, equitable workforce. Potential team members join a mission-driven organization that values safety, integrity, and representation in all client engagements.
Role Description The Bilingual Quality Call Analyst is a full-time, on-site role based in Baton Rouge, LA. This role is responsible for monitoring and evaluating inbound and outbound calls to ensure compliance with company standards, client requirements, and regulatory guidelines in both English and a second language. Day-to-day tasks include reviewing recorded calls, documenting findings, identifying trends, and providing clear feedback to supervisors and team members to improve service quality. The analyst will prepare quality reports, collaborate with operational leaders to implement corrective actions, and support training efforts by highlighting best practices and areas for improvement. This position requires consistent attention to detail, strong communication skills, and the ability to work in a fast-paced environment while maintaining a focus on accuracy and customer experience.
Qualifications
- Strong Analytical Skills to interpret call data, identify patterns, and generate actionable insights.
- Experience in Quality Control and Quality Assurance to monitor, evaluate, and improve call performance.
- Knowledge of Quality Management principles to support continuous improvement and adherence to standards.
- Excellent Communication skills in English and a second language (Spanish preferred or as required), including the ability to deliver clear, constructive feedback.
- Prior experience in call center operations, customer service, or contact center quality monitoring is beneficial.
- Proficiency with call recording and quality monitoring software, as well as basic office productivity tools (e.g., spreadsheets, word processing).
- Ability to work on-site in Baton Rouge, LA, manage multiple tasks, and maintain confidentiality of sensitive information.
- High school diploma or equivalent required; additional education or training in business, communications, or quality management is a plus.