Spanish Bilingual_ Quality Analyst_ US Healthcare

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

Job summary

Firstsource seeks a detail-oriented Quality Auditor to join our healthcare support team. This bilingual role focuses on evaluating Spanish and English interactions across calls, chats, and emails to ensure service quality and adherence to healthcare protocols.

You will provide feedback to agents, collaborate with training and operations, track quality metrics, and help drive HIPAA compliance and process improvements within a dynamic contact center environment.

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.
• 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 to assess performance, accuracy, and compliance.
• Provide constructive feedback to agents to improve quality.
• Collaborate with training and operations to identify gaps and coach retraining.
• Track and report quality metrics, trends, and audit findings.
• Ensure HIPAA compliance and other healthcare regulations.
• Participate in calibration sessions to maintain scoring consistency.
• Assist in process improvement initiatives to enhance service delivery.

Skills

Spanish language

English language

Analytical skills

Communication skills

Interpersonal 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 Healthcare 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.