Bilingual Customer Quality Specialist

ASM Research, An Accenture Federal Services Company; Providence (RI); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading technology consulting firm is seeking a Quality Assurance (QA) Specialist to analyze case analysts' performance for compliance. The ideal candidate must be fluent in both English and Spanish and have relevant experience. Responsibilities include reviewing cases and interactions while providing actionable feedback to improve program performance. This role supports operational excellence within a federal contract environment.

Qualifications

• Must be a US Citizen or Authorized to work in the US.
• Experience following defined processes is essential.
• Must have relevant experience in lieu of degree.

Responsibilities

• Review cases and interactions for compliance.
• Provide feedback and coaching recommendations.
• Analyze performance based on evaluations.

Skills

Fluent written and verbal English

Fluent verbal Spanish

Strong verbal and written communication skills

Education

Bachelor’s Degree or equivalent

Tools

MS Office

SharePoint

Teams

Excel

Word

PowerPoint

Job description

The Quality Assurance (QA) Specialist is responsible for analyzing the efficiency and effectiveness of individual case analysts. The QA Specialist reviews cases, interactions and evaluates them for compliance with standardized process requirements in both English and Spanish languages.

Responsibilities

Key Responsibilities:

The QA Specialist reviews cases, emails, and recorded telephonic interactions and evaluates them for compliance with standardized process requirements. Requirements may include soft skills in phone calls, clear communication in emails, and an adherence to directive in case work. Based on the review, the Quality Analyst provides a concise written analysis of the work reviewed along with feedback and coaching recommendations to improve the performance of the program.

Qualifications

Required minimum qualifications:

• Bachelor’s Degree or equivalent OR 4 years of relevant experience in lieu of degree.
• Experience following defined processes.
• Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.
• Must have fluent written and verbal English and must be fluent verbal Spanish.
• Candidates that do not meet the required qualifications will not be considered

Preferred qualifications

• Experience with CMS's 1095-A
• Advanced proficiency with MS Office including SharePoint, Teams, Excel, Word, and PowerPoint
• Strong verbal and written communication skills
• Familiarity with process improvement systems such as Lean Six Sigma, Agile, and others.
• Previous Federal Government experience.

Compensation

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.