Bilingual Quality Assurance Analyst - Remote

National Jewish Health; Colorado; Remote; USD 59,000 - 78,000; Full time

Benefits offered by this job

Comprehensive Medical Coverage

Paid Time Off

Dental & Vision Plans

Retirement Savings

Wellness Incentives

Tuition Reimbursement

Child Care Assistance

Loan Forgiveness

Disability & Life Insurance

Voluntary Benefits

Job summary

National Jewish Health is seeking a bilingual Quality Assurance Analyst to monitor and improve quality across phone, chat, text, and digital interactions. The role supports high-quality patient experiences and adherence to standards, with a focus on coaching and process improvements.

The position is fully remote but based in Colorado, with responsibilities spanning QA across channels, data-driven insights, and collaboration with leadership to drive service excellence.

Qualifications

• 2+ years of experience in call center or QA
• Fluent in oral and written English and Spanish
• Knowledge and application of motivational interviewing technique

Responsibilities

• Evaluate customer interactions for quality across phone, chat, text, and digital platforms.
• Analyze quality trends and provide actionable recommendations to improve performance.
• Collaborate with leadership to investigate quality concerns and develop improvements.
• Facilitate audits, call calibrations, policy development, training support, and QA reporting.

Skills

Bilingual English/Spanish

Quality Assurance

Analytical Skills

Call Center Experience

Job description

National Jewish Health is seeking a bilingual Quality Assurance Analyst to monitor and improve quality across phone, chat, text, and digital interactions. The role supports high-quality patient experiences and adherence to standards, with a focus on coaching and process improvements.

The position is fully remote but based in Colorado, with responsibilities spanning QA across channels, data-driven insights, and collaboration with leadership to drive service excellence.