The Bilingual Contact Center Quality Assurance Analyst reviews calls, emails, and chats to ensure service quality, conducts training gap analyses, provides feedback to agents, and presents performance trends to management. They also lead quality initiatives and maintain compliance with SOPs and policies within the contact center.

The Senior Business Systems Analyst will conduct advanced analysis and support for NetSuite, WMS, and Salesforce applications, actively collaborating with stakeholders, managing service level metrics, handling project management tasks using a sprint structure, and delivering user training and documentation to enhance system performance and user experience.