Bilingual Quality & Analytics Analyst (Spanish/English)

Great American Media is home to the family-friendly and faith driven portfolio of brands Great American Family, Great American Faith & Living, and Great American Pure Flix. We are committed to providing an uncompromised, uplifting environment that celebrates Faith, Family, and Country for the entire family. We are dedicated to our audience, and we believe that strong brands and high-quality programming create an unparalleled fan experience across the Great American Media portfolio.

We are seeking a growth-centric, excellence-focused Bilingual Quality & Analytics Analyst to join our Member Services team. Applicants must be Spanish/English bilingual and able to work onsite in Phoenix, AZ 85016 during the hours of 6am - 6pm Monday - Friday.

Job Purpose

The Bilingual Quality and Analytics Analyst takes direction from Member Services Leadership as it relates to the Member Services department reporting needs, testing, training, auditing responsibilities, and resource data accuracy.

Attention to detail and the ability to communicate in verbal and written form in both English and Spanish are of the utmost importance. Overall, it is imperative that Quality & Analytics Analyst demonstrates leadership, empathy and customer service skills while being flexible as they manage multiple priorities and projects as assigned.

Duties and Responsibilities

• Audit calls, chats, and tickets completed by Member Services Representatives in both English and Spanish, emphasizing consistency and excellent customer service.
• Create and maintain audit reporting.
• Train and mentor Member Services Representatives.
• Take English and Spanish speaking member calls, chats, and tickets based on business needs.
• Process disputes with high attention to detail.
• Assist with building and monitoring AI (automation) for chat, email and the portal.
• Assist Engineering and Member Services Leadership with testing devices as needed.
• Assist with building and maintaining Member Services reporting and training manuals and communicate complex concepts to end users in an easy-to-understand manner.
• Translate member facing resources from English to Spanish, such as Support Page articles.
• Self-manage and complete duties as assigned; stay informed of the various product offerings and potential device issues.
• Other projects and responsibilities as assigned.

Qualifications

• Bilingual (English/Spanish) required, with professional proficiency in speaking, reading, writing, and translating content between both languages while maintaining accuracy, tone, and intent.
• Must be able to work onsite in Phoenix, AZ during the hours of 6am – 6pm Monday – Friday with occasional holidays and/or weekends based on business needs.
• One Year experience in a call center, data analytics or workforce management environment. Internal candidates must have a minimum of 3 months’ experience, 6 months or more preferred.
• High school diploma, GED, or equivalent required.
• Proactive nature. Humility/willingness to learn.
• Excellent communication skills/ability in written and verbal form.
• Ability to train/coach other team members if needed.
• Ability to learn quickly and translate learning into executable ideas.
• Ability to design tests that support theories; includes defining expected outcome.
• Ability to work autonomously or as part of a team.
• Excellent organizational skills and attention to detail.
• Ability to look at the big picture and see patterns. Strong logical thinking and quantitative reasoning proficiency.
• Hypothesis driven, open-minded.

Working Conditions

This position is in an office environment and minimal travel may be required.

After training is fully completed, a hybrid schedule may be offered based on business needs. The hybrid schedule typically consists of being onsite Tuesday/Wednesday/Thursday and remote Monday/Friday.

Physical Requirements

To meet the essential requirements of this position, you must be able to:

• Sit for long periods of time; more than 30 minutes.
• Stand for long periods of time; more than 30 minutes.
• Type and complete other meticulous tasks.
• Bend and reach.
• Lift up to 15 pounds at a time.

GAC Media, LLC is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.