Remote Bilingual QA Coach (Spanish)

ICF; Reston (VA); On-site; USD 35,000 - 59,000; Full time

Job summary

ICF is seeking a Bilingual QA Specialist to monitor interviewers and ensure quality across projects, providing feedback to improve accuracy and performance. You will support performance-based contracts and maintain QA records, with emphasis on Spanish language proficiency and professional phone manner.

The role requires coaching, live monitoring on demand, and collaboration with project teams to deliver high-quality service for diverse clients.

Qualifications

• High school diploma or equivalent required.
• 6 months+ survey research or customer service experience.
• Fluent in Spanish and able to read and record answers in Spanish.

Responsibilities

• Monitor interviewers for all projects and ensure quality per SLA.
• Provide coaching and feedback within real-time or near real-time windows.
• Update QA database with completed forms and monitoring data.
• Report any calls requiring immediate corrective action to QA Supervisor and managers.
• Host client monitoring sessions as needed and perform live monitoring upon request.

Skills

Spanish (fluent)

Customer service experience

Survey research experience

Education

High school diploma or equivalent

Job description

ICF is seeking a Bilingual QA Specialist to monitor interviewers and ensure quality across projects, providing feedback to improve accuracy and performance. You will support performance-based contracts and maintain QA records, with emphasis on Spanish language proficiency and professional phone manner.

The role requires coaching, live monitoring on demand, and collaboration with project teams to deliver high-quality service for diverse clients.