Bilingual QA Specialist: Elevate Call Center Quality

ICF Olson; United States; Remote; USD 35,000 - 59,000; Full time

Job summary

ICF is seeking a bilingual QA Specialist to monitor interviewing staff, coach performance, ensure accuracy in CATI data, and support project teams across performance-based contracts. You will work with the QA Supervisor and clients to maintain high-quality service while handling live monitoring and client sessions as needed.

You will conduct a minimum of 12 monitoring sessions, coach a minimum of 12 sessions, and ensure all coaching is completed within three days.

Qualifications

• High school diploma or equivalent required.
• 6 months+ Survey Research/ Customer Service Experience.
• Must be fluent in Spanish and able to read and record answers in Spanish.

Responsibilities

• Complete a minimum of 12 monitoring sessions
• Coach a minimum of 12 monitoring sessions
• Ensure all previously completed monitoring sessions are coached within 3 days
• Ensure all information is updated in the QA database with completed work and file completed forms thus far
• Other duties as assigned

Skills

Spanish fluency

Education

High school diploma or equivalent

Job description

ICF is seeking a bilingual QA Specialist to monitor interviewing staff, coach performance, ensure accuracy in CATI data, and support project teams across performance-based contracts. You will work with the QA Supervisor and clients to maintain high-quality service while handling live monitoring and client sessions as needed.

You will conduct a minimum of 12 monitoring sessions, coach a minimum of 12 sessions, and ensure all coaching is completed within three days.