Quality Analyst_ Spanish Bilingual

Firstsource; Metro Manila; On-site; PHP 300,000 - 360,000; Full time

Job summary

Firstsource in the Philippines seeks a detail-oriented Quality Auditor fluent in Spanish and English to join our Mortgage support team. You will evaluate calls, chats, and emails to ensure accuracy, compliance with healthcare protocols, and high customer satisfaction.

In this mid-senior role, you will provide feedback, collaborate with training and operations, track quality metrics, and participate in calibration sessions to maintain scoring consistency.

Qualifications

• Bachelor's degree or equivalent experience.
• Fluent in Spanish and English (written and verbal).
• 1–2 years of experience in a quality assurance role, preferably in a healthcare BPO or call center environment.
• Strong knowledge of healthcare processes
• Excellent analytical, communication, and interpersonal skills.
• Proficient in using QA tools, CRM systems, and Microsoft Office Suite.

Responsibilities

• Audit Spanish and English interactions (calls, chats, emails) to assess performance, accuracy, and compliance with healthcare protocols.
• Provide constructive feedback to agents to improve service quality and customer experience.
• Collaborate with training and operations teams to identify performance gaps and recommend coaching or retraining.
• Track and report quality metrics, trends, and audit findings regularly.
• Ensure compliance with HIPAA and other applicable healthcare regulations.
• Participate in calibration sessions to maintain scoring consistency across QA team.
• Assist in process improvement initiatives to enhance service delivery.

Skills

Spanish language fluency

English language fluency

Quality Assurance experience

Healthcare domain knowledge

Analytical skills

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

QA tools

CRM systems

Microsoft Office Suite

Job description

Job Summary:

We are seeking a detail-oriented and bilingual (Spanish-English) Quality Auditor to join our Mortgage support team.

The Quality Auditor will be responsible for evaluating and ensuring the quality of service interactions (calls, chats, emails) delivered by our healthcare support representatives. The role ensures compliance with internal standards, regulatory requirements, and customer expectations, with a focus on Spanish-language interactions.

Key Responsibilities:

• Audit Spanish and English interactions (calls, chats, emails) to assess performance, accuracy, and compliance with healthcare protocols.


• Provide constructive feedback to agents to improve service quality and customer experience.


• Collaborate with training and operations teams to identify performance gaps and recommend coaching or retraining.


• Track and report quality metrics, trends, and audit findings regularly.


• Ensure compliance with HIPAA and other applicable healthcare regulations.


• Participate in calibration sessions to maintain scoring consistency across QA team.


• Assist in process improvement initiatives to enhance service delivery.

Qualifications:

• Bachelor's degree or equivalent experience.


• Fluent in Spanish and English (written and verbal).


• 1–2 years of experience in a quality assurance role, preferably in a healthcare BPO or call center environment.


• Strong knowledge of healthcare processes


• Excellent analytical, communication, and interpersonal skills.


• Proficient in using QA tools, CRM systems, and Microsoft Office Suite.

• Seniority Level


• Mid-Senior level


• Industry


• Outsourcing and Offshoring Consulting


• Employment Type


• Full-time


• Job Functions