Quality Analyst - Spanish (C1) and English (C1)

The Sr Quality Evaluator monitors and evaluates customer interactions (calls, emails, chat) for accuracy and adherence to quality standards. This role contributes to program performance improvements by assessing quality, providing insights, and participating in calibration sessions. Responsibilities include meeting productivity requirements, reporting evaluation results, and maintaining strong program knowledge. The position supports management in reviewing key drivers and operational processes.

Must Have

• Monitor, evaluate, and audit inbound/outbound calls and other contact methods
• Meet departmental productivity requirements
• Report evaluation results to appropriate Business stakeholders
• Participate in calibration sessions/call listening sessions
• Maintain strong program knowledge base
• Strong attention to detail
• Self-starter, sense of urgency and works well under pressure
• Demonstrated ability to multi-task and meet timelines o deliverables
• Proficient in Microsoft Office
• Strong communication skills, both written and verbal
• Spanish (C1) and English (C1) language proficiency

Good to Have

• Associates Degree in related field from a four-year college or university
• 3-5 years of experience

Quality Analyst - Spanish (C1) and English (C1)

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Training & Quality

Job Title:

Quality Analyst - Spanish (C1) and English (C1)

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candiate Profile:

• Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines o deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.

Language Requirements:

Time Type:

Full time