[Hiring] Bilingual Quality Assurance Specialist @IIIIIIUS

Role Description

The Bilingual Quality Assurance (QA) Specialist, reporting to the Call Center Quality Assurance (QA) Supervisor, will monitor the interviewing staff, checking both the accuracy of the responses keyed into the CATI system and providing feedback to interviewers on several performance measures, such as:

• Reading verbatim
• Respondent rapport
• Professional phone manner
• Keeping control of the interview
• Refusal avoidance

Will provide QA support to project teams associated with performance-based contracts primarily focused on the productivity, quality, and delivery of service for ICF contracts supporting a variety of programs and clients.

What you will be doing:

• Complete a minimum of 12 monitoring sessions
• Coach a minimum of 12 monitoring sessions
• Ensure all previously completed monitoring sessions are coached within 3 days
• Ensure all information is updated in the QA database with completed work and file completed forms thus far
• Other duties as assigned

Production and Protocol Responsibilities

• Daily debrief with your supervisor to discuss any new updates and requirements for the day
• Monitor interviewers for all projects, or to the required SLA for each project
• Identify project monitoring goals for the day based on project complete percentages on previous day / weekly results
• Provide quality monitoring for the entire outbound survey research staff
• Use the QA reports to ensure all agents are being monitored per standards set by management
• Complete coaching sessions for each completed monitoring session. Coaching feedback should be presented as close to real time as possible
• Ensure all data collected is in accordance with falsification, confidentiality, and data quality policies
• Host client monitoring sessions as necessary
• Conduct live monitoring sessions on demand as requested by Management staff
• Perform project training classes as required

Reporting Responsibilities

• Provide QA Supervisor with completed QA assignment spreadsheet notating daily completed tasks
• Report any calls that require immediate corrective action to the QA Supervisor as well as the agent assigned Supervisor

What you must have:

• High school diploma or equivalent required
• 6 months + Survey Research/ Customer Service Experience
• Must be fluent in Spanish and able to read and record answers in Spanish

Pay Range

The pay range for this position based on full-time employment is:

$34,564.00 - $58,758.00

Nationwide Remote Office (US99)