Bilingual Call Center Quality Analyst - Remote

Firstsource; United States; On-site; USD 59,236,800 - 85,411,200; Full time

Job summary

Firstsource is seeking a Remote Quality Auditor to conduct full-scope training and ongoing quality audits for call center personnel. The role focuses on monitoring telephone calls, producing quality reports, and advising managers on improvements, with emphasis on bilingual English/Spanish communication.

The ideal candidate has a high school diploma, call center experience, and strong MS Office skills, including Excel and Access.

Qualifications

• Fluent in English and Spanish (verbal and written)
• High school diploma or equivalent
• Previous call center experience required
• Knowledge of quality concepts, terminology, and objectives
• Proficiency in MS Office (Word, Excel, Access) and related tools

Responsibilities

• Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound calls and other correspondence.
• Conducts audits of production activities (e.g., proof payment claims, credit returns, debit returns, rejects).
• Produces accurate quality monitoring reports and provides feedback to managers for improvement.
• Monitors audit schedule to ensure compliance with the plan.
• Recommends policy or plan updates based on quality trends.

Skills

Bilingual English/Spanish

Call center experience

MS Office

Analytical skills

Communication skills

Teamwork

Problem solving

Organizational skills

Attention to detail

Education

High school diploma

Tools

MS Office Suite

Job description

Firstsource is seeking a Remote Quality Auditor to conduct full-scope training and ongoing quality audits for call center personnel. The role focuses on monitoring telephone calls, producing quality reports, and advising managers on improvements, with emphasis on bilingual English/Spanish communication.

The ideal candidate has a high school diploma, call center experience, and strong MS Office skills, including Excel and Access.