Bilingual Quality Assurance Analyst - Emerge

Emerge is actively recruiting for a dedicated Bilingual Quality Control Representative (English/Spanish) for our fantastic health services client. The QA Analyst is responsible for supporting the Customer Service Operations by monitoring agent interactions across phone, email, and chat to assess accuracy and quality and support Customer Service Operations Management in their efforts to ensure Quality service.

Generous compensation and benefits package includes fully paid family health care insurance, 25% bonus program, tuition and dependent care reimbursement, and 401K match!

Duties and responsibilities

Maintain and update Quality assurance documentation and scoring forms

Monitor customer service agents

Calibrate with vendor QA team to ensure alignment with company’s expectations for service

• Learn Agent job responsibilities to better support and monitor employee activities
• Make recommendations to the training agenda or curriculum
• Attend internal calibration sessions to ensure program compliance and balance
• Identify gaps in processes to support better quality standards

Qualifications

• Proficient verbal and written communication skills in English and Spanish
• Demonstrated experience with Microsoft Products such as Outlook, Word, and Excel.
• Experience in customer support roles.
• Ability to multitask and set priorities for self, team members, and other departments.
• At least three years of direct customer service experience
• Ability to travel up to 10%