Bilingual Quality & Analytics Analyst Spanish/English - Great American Media

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.