Bilingual Quality Analyst

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

📋 Description

• Evaluate and score call samples from Call Center representatives.

• Deliver scorecard feedback and coach agents to enhance quality awareness.

• Collaborate with leadership and training teams to pinpoint training needs.

• Assess operational adherence to contractual KPIs, CPIs, and SLAs.

• Monitor audit outcomes from various sources and share trends along with improvement recommendations.

• Ensure accurate and traceable audit records and documents for internal and external agency/customer evaluations.

• Log into the phone system monthly as an agent to manage client calls.

• Carry out additional responsibilities as required to support team and organizational objectives.

⛳️ Requirements

• 3–5 years of experience in Health Care Call Center or Customer Service.

• High school diploma is mandatory.

• Bachelor's degree is preferred.

• Proficiency in Genesys and Microsoft Office applications is essential.

• Intermediate skills in Word (including headers/footers, page formatting, templates, and step numbering) and PowerPoint.

• Basic skills in MS Excel.

• Excellent written and verbal communication abilities.

• Capability to prioritize tasks and manage workload efficiently.

• Reliable internet connection is necessary.

• Adaptability to quickly changing environments is required.

• Self-motivated individual and quick learner.

• Strong team player with a collaborative approach.

• Attention to detail along with effective problem-solving abilities.

• Candidates may need to undergo a pre-employment criminal background screening.

🏝️ Benefits

• Remote work setting.

• Full-time, permanent position.

• Travel may be required based on company needs.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.