Quality Analyst_ Spanish Bilingual

Firstsource; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Firstsource is seeking a detail-oriented Quality Auditor to join our Mortgage support team. The role focuses on evaluating Spanish-language interactions while ensuring HIPAA compliance and quality standards across calls, chats, and emails.

Ideal candidates have 1–2 years in QA within healthcare BPO, fluent Spanish and English, and strong analytical and communication skills to drive coaching and performance improvement.

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-English

Quality assurance

Healthcare domain

Analytical skills

Communication skills

CRM proficiency

Education

Bachelor's degree or equivalent experience

Tools

QA tools

CRM systems

MS Office

Job description

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.