Bilingual Quality Assurance Specialist - (Spanish/English)

ICF; Great Falls Crossing (VA); Remote; USD 34,000 - 59,000; Full time

Job summary

A leading advisory and technology services provider seeks a Bilingual Quality Assurance Specialist to enhance productivity and quality. The ideal candidate will engage in monitoring and coaching interview staff, ensure compliance, and provide feedback based on project needs. This role, based in the US, offers an opportunity to be part of a diverse and inclusive team while contributing to various programs and clients.

Qualifications

• Minimum 6 months survey research or customer service experience.
• Fluent in Spanish, able to read and record responses in Spanish.

Responsibilities

• Monitor and coach interviewers during monitoring sessions.
• Ensure compliance with data policies and maintain QA records.
• Conduct live monitoring and training sessions.

Skills

Customer Service

Bilingual (Spanish/English)

Quality Assurance

Education

High school diploma or equivalent

Job description

Bilingual Quality Assurance Specialist - (Spanish/English)

Join to apply for the Bilingual Quality Assurance Specialist - (Spanish/English) role at ICF.

Description

The Bilingual Quality Assurance (QA) Specialist, reporting to the Call Center QA Supervisor, will monitor interviewing staff, check the accuracy of responses entered into the CATI system, and provide feedback on performance measures such as reading responses verbatim, respondent rapport, professional phone manner, interview control, and refusal avoidance. The QA Specialist will support project teams involved in performance-based contracts, focusing on productivity, quality, and service delivery for various programs and clients.

Shift

This role involves collaborative work to achieve high productivity and quality. Responsibilities include engaging with agents during monitoring and coaching, reporting immediate issues to supervisors, conducting live monitoring sessions, and hosting client monitoring as needed. Your schedule may vary based on project needs.

Key Responsibilities

• Complete at least 12 monitoring sessions
• Coach at least 12 monitoring sessions
• Ensure timely coaching within 3 days of monitoring
• Maintain accurate records in the QA database
• Perform additional duties as assigned

Daily Tasks and Protocols

• Monitor interviewers to meet project SLAs
• Set monitoring goals based on previous results
• Provide quality feedback and coaching
• Ensure compliance with data policies
• Conduct live monitoring and training sessions as required

Reporting and Documentation

• Provide completed QA reports to supervisor
• Report urgent issues immediately
• Organize employee QA files securely

Requirements

• High school diploma or equivalent
• Minimum 6 months survey research or customer service experience
• Fluent in Spanish, able to read and record responses in Spanish

About ICF

ICF is a global advisory and technology services provider committed to diversity and inclusion. We offer accommodations for applicants with disabilities or religious needs upon request.

AI Policy

Use of AI tools during interviews is prohibited unless an accommodation is requested and approved in advance.

Pay Range

$34,392 - $58,466 annually, based on experience and location.

Additional Details

• Location: Nationwide Remote (US99)
• Seniority level: Entry level
• Employment type: Full-time
• Job function: Quality Assurance