Cofiroute USA [now ViaPlus] Is Hiring A Bilingual Quality Assurance Analyst

Join ViaPlus as a Bilingual Quality Assurance Analyst in Austin, TX! 🚗✨

Discover a pivotal role at a global leader in intelligent transportation systems, committed to enhancing mobility experiences worldwide.

About ViaPlus

ViaPlus is a global mobility company operating within the Intelligent Transportation Systems (ITS) market. We specialize in revenue and services management solutions for the transportation industry, facilitating seamless multimodal mobility through advanced customer operations, data analytics, and a comprehensive, single-account back-office technology.

As a subsidiary of VINCI Highways, we are dedicated to technological innovation and ensuring a positive mobility experience for all users. With a decade of global experience in tolling and transit solutions, ViaPlus is headquartered near Dallas, Texas, with offices across the United States, France, India, and Ireland. Being part of Vinci Highways, we are part of an international network operating in 23 countries.

Our mission is to provide fully automated, end-to-end transportation solutions that:

• Enhance revenue collection
• Improve operational efficiency
• Reduce costs for our agency clients

We serve enterprises requiring high-volume, real-time transaction processing with utmost accuracy, focusing on revenue reconciliation and customer account management. Our flagship back-office system (BOS) supports Mobility-as-a-Service (MaaS) with its innovative “one account” feature, enabling multimodal transportation solutions. Committed to innovation, we constantly invest in R&D to boost agency efficiency, cut operating expenses, and maximize revenue while delivering exceptional customer service.

Learn more about us: www.viaplus.com

About Vinci Highways

Vinci Highways, a subsidiary of VINCI Concessions, leads in road concessions, operation, and mobility services. We design, finance, build, and operate highways, bridges, tunnels, urban roads, and mobility services across over 3,360 km in 15 countries. Our expertise ensures top-tier performance and safety, providing drivers with a smooth and positive experience.

More information: Vinci Highways | LinkedIn | @VINCIConcess

Job Opportunity: Bilingual Quality Assurance Analyst in Austin, TX! 🎯

We are looking for a dedicated Quality Assurance (QA) Analyst to assess and improve the performance of ViaPlus’s call and contact center teams. This on-site position requires bilingual proficiency in English and Spanish and offers a vital role in ensuring exceptional customer interactions and process quality.

Role Summary

The QA Analyst will:

• Monitor inbound and outbound calls and email communications
• Assess communication accuracy and customer service quality
• Evaluate interactions for compliance with ViaPlus policies and standards
• Collaborate with departments to recommend process improvements

Key Responsibilities

• Evaluate customer interactions in both English and Spanish to identify strengths and areas for improvement
• Recommend and oversee corrective actions to meet quality standards
• Help draft and refine QA policies and procedures
• Investigate customer complaints and issues
• Participate in calibration sessions with operations teams
• Provide timely feedback to management, support continuous improvement, and coaching
• Design call monitoring processes and scorecards
• Utilize data to track team and individual performance
• Generate internal and external quality reports for management review

Qualifications

• At least 3+ years of call center experience
• Quality assurance experience is a plus
• Bachelor’s degree in a related field or equivalent experience
• Strong analytical, problem-solving, and communication skills (bilingual preferred)
• Detail-oriented with excellent organizational skills
• Proficiency with Microsoft Excel and Word
• Experience with quality audits, standards, and QA tools
• Comfortable working independently and with Quality Management Systems

Work Environment

This role requires regular use of hands for computer work, communication via speaking and listening, and occasional physical activities like standing, sitting, or lifting up to 20 pounds. The environment is typically moderate to loud, and accommodations can be provided for those with disabilities.

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