Remote Bilingual Quality Analyst (EN/ES)

Firstsource; Northern (KY); Hybrid; USD 25,000 - 33,000; Full time

Job summary

Firstsource is seeking a qualified Bilingual Quality Analyst to support remote US operations. The role focuses on delivering comprehensive QA audits for call center staff and processes, with emphasis on bilingual communication in English and Spanish.

The position requires prior call center experience, strong knowledge of quality concepts, and proficiency with MS Office. It is a full-time temporary role with a 40-hour work week across specified shifts.

Qualifications

• High school diploma or equivalent.
• Fluent in both English and Spanish (verbal and written communication).
• Previous call center experience required.
• Knowledge of quality concepts, terminology and objectives.
• Knowledge of MS Office (Word, Excel, Access).
• Strong analytical skills and ability to identify trends.

Responsibilities

• Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
• Audits production activities (e.g., claims, returns, rejections).
• Provides timely quality monitoring reports and feedback to managers and staff for improvement.
• Monitors audit schedule to ensure compliance with the quality audit plan.
• Suggests policy updates based on trends and audits.
• Assists training specialists with updates to manuals and job aids and may assist with training.
• Collaborates with senior staff on non-complex projects.

Skills

Bilingual English/Spanish

Call center experience

Quality concepts

Verbal & written communication

Analytical skills

MS Office

Education

High school diploma

Tools

MS Office

Job description

Firstsource is seeking a qualified Bilingual Quality Analyst to support remote US operations. The role focuses on delivering comprehensive QA audits for call center staff and processes, with emphasis on bilingual communication in English and Spanish.

The position requires prior call center experience, strong knowledge of quality concepts, and proficiency with MS Office. It is a full-time temporary role with a 40-hour work week across specified shifts.