Bilingual Quality Analyst, Community Impact Call Center

The Foundation for California Community Colleges’ (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

• Bilingual in Spanish is required.
• Exceptional use of effectively and efficiently managing time; concentrates efforts on most important priorities.
• Familiarity with speech analytics
• Knowledge in telecommunications and customer service, serving underserved communities.
• Ability to break down and explain data trends.
• Ability to hold focus groups around quality trends.
• Able to coach effectively on quality observations to staff.
• We’re recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better
• Our work holds great weight and responsibility, and the opportunity to impact the lives of millions
• Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals
• FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency
• Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more
• We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall

What we Offer

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

Benefits

• Competitive compensation, generous PTO, holidays
• Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
• CalPERS retirement program and optional 403(b) and 457 Retirement plans
• Tuition reimbursement
• Public Service Loan Forgiveness certified employer

If you have any additional questions, please email us at [email protected].

Budgeted Hourly Pay Range:

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.