Remote Bilingual QA Specialist

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

Job summary

ICF is seeking a Bilingual Quality Assurance Specialist to monitor interviewing staff, ensure accuracy in the CATI system, and coach interviewers on performance metrics such as reading verbatim, respondent rapport, and professional phone manner. The role supports performance‑based contracts across multiple programs and clients, with a focus on productivity, quality and delivery of service.

The position requires being fluent in Spanish, a high school diploma or equivalent, and 6 months+ survey

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

• Monitor interviewing staff and provide feedback on performance.
• Coach interviewers during monitoring sessions.
• Ensure data accuracy in CATI system and update QA database.
• Send urgent corrective action requests to QA Supervisor and managers.
• Conduct live monitoring sessions and host client monitoring as needed.
• Create and deliver study trainings and refreshers.
• Maintain files and QA forms in employee records.

Skills

Spanish fluency

Customer service

Communication

Education

High school diploma or equivalent

Job description

ICF is seeking a Bilingual Quality Assurance Specialist to monitor interviewing staff, ensure accuracy in the CATI system, and coach interviewers on performance metrics such as reading verbatim, respondent rapport, and professional phone manner. The role supports performance‑based contracts across multiple programs and clients, with a focus on productivity, quality and delivery of service.

The position requires being fluent in Spanish, a high school diploma or equivalent, and 6 months+ survey