Bilingual Call Center Quality Assurance Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee and assess customer interactions in both English and Spanish.

• Ensure compliance with defined quality standards, client specifications, policies, procedures, and performance expectations.

• Accurately and consistently conduct quality evaluations.

• Record findings and pinpoint opportunities for enhancing quality, accuracy, compliance, and customer experience.

• Analyze quality outcomes and trends in customer interactions.

• Identify recurring challenges, performance deficiencies, and areas for improvement.

• Engage in calibration sessions to ensure uniformity in quality evaluations, scoring, and interpretation of quality standards.

• Compile quality reports and share trends, findings, and suggestions with Quality and Operations leadership.

• Collaborate with Quality, Operations, and Training teams to aid coaching, process enhancements, and continuous improvement efforts.

• Assist California's Medi-Cal program and contact center operations serving members and providers.

⛳️ Requirements

• Minimum of 2 years experience in quality assurance, quality monitoring, or quality auditing in a high-volume call center or customer contact center setting.

• Proficiency in both English and Spanish.

• Capability to evaluate customer interactions effectively in both languages.

• Experience in assessing customer interactions using set quality standards, scorecards, and performance metrics.

• Involvement in calibration sessions.

• Strong analytical abilities and meticulous attention to detail.

• Skill in identifying quality trends, performance gaps, and areas for improvement, with the ability to communicate findings clearly.

• Proficient in Microsoft Office applications.

• Familiarity with CRM, quality monitoring, reporting, or other contact center technologies.

• Candidates must be residents of California.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career growth.

• Generous and adaptable vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance programs.

• Leadership and technical development academies.