Remote Bilingual QA Analyst - Health Services

National Jewish Health; Glendale (CO); À distance; USD 59 000 - 78 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

National Jewish Health is seeking a bilingual Quality Assurance Analyst to support the delivery of high‑quality contact center and digital health services. The role focuses on monitoring, analyzing, and improving quality across phone, chat, text, and digital interactions to ensure exceptional user experiences and compliance with established standards.

You will lead audits, calibrations, and reporting, collaborate with QA and Health Initiatives leadership, and coach frontline agents to raise

Qualifications

• Bachelor's degree in any field required.
• Minimum 2 years' experience in call center or quality assurance.
• Bilingual in English and Spanish required.

Responsabilités

• Evaluate agent interactions across phone, chat, and text for quality and compliance.
• Analyze quality trends and provide actionable recommendations to improve performance.
• Collaborate with leadership to investigate quality concerns and implement solutions.
• Lead audits, call calibrations, policy development, and QA reporting.
• Identify and redact PHI/PII in recorded interactions for training and proposals.
• Support training materials and process improvements.

Connaissances

Quality assurance

Data analysis

Bilingual English/Spanish

Call center experience

Coaching others

Formation

Bachelor's degree

Description du poste

National Jewish Health is seeking a bilingual Quality Assurance Analyst to support the delivery of high‑quality contact center and digital health services. The role focuses on monitoring, analyzing, and improving quality across phone, chat, text, and digital interactions to ensure exceptional user experiences and compliance with established standards.

You will lead audits, calibrations, and reporting, collaborate with QA and Health Initiatives leadership, and coach frontline agents to raise