Spanish Bilingual_ Quality Analyst_ Financial

Firstsource; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Firstsource is seeking a detail-oriented Quality Auditor in Metro Manila to evaluate Spanish and English interactions across calls, chats, and emails within our healthcare support team. The role ensures compliance with internal standards and healthcare protocols, delivering actionable feedback to agents and collaborating with training and operations for improvements.

The ideal candidate will be fluent in Spanish and English, with 1–2 years of QA experience in a healthcare BPO or call center, and

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.

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.
• Participate in calibration sessions to maintain scoring consistency across QA team.
• Assist in process improvement initiatives to enhance service delivery.

Skills

Spanish language

English language

Quality auditing

Analytical skills

Education

Bachelor's degree or equivalent

Tools

QA tools

CRM systems

Microsoft Office

Job description

We are seeking a detail-oriented and bilingual (Spanish) Quality Auditor to join our Banking 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.
• 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.