Bilingual Quality Analyst (Remote, Remote, US)

Location: Remote Pay Rate: $20.73/hr. bilingual Job Type: Full-time Temporary Schedule: 40 hour work week scheduled between Monday-Friday 7am-8pm CST, Saturday 8am-3pm CST & Sunday 10 AM-3 PM Central Position Overview Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors. Key Responsibilities Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence. Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc. Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required. Monitors audit schedule to ensure compliance to the quality audit plan. Recommend policy and procedure changes or quality audit plan updates based on quality monitoring trends. Assists in the evaluation of quality audit disputes. Assists training specialists with updates to manuals and other job aids and may assist with training as necessary. Consults with senior peers and/or management on non-complex projects to learn through experience. Other related duties assigned as needed. Required Qualifications High school diploma or equivalent Fluent in both English and Spanish (verbal and written communication) Previous call center experience required Knowledge of quality concepts, terminology, and objectives Knowledge of MS Office, e.g., Word, Excel and Access required Thorough knowledge of the various ca