What are the responsibilities and job description for the Bilingual Quality Assurance Analyst position at Emerge?
Emerge is actively recruiting for a dedicated Bilingual Quality Control Representative (English / Spanish) for our fantastic health services client. The QA Analyst is responsible for supporting the Customer Service Operations by monitoring agent interactions across phone, email, and chat to assess accuracy and quality and support Customer Service Operations Management in their efforts to ensure Quality service.
Generous compensation and benefits package includes fully paid family health care insurance, 25% bonus program, tuition and dependent care reimbursement, and 401K match!
Duties and responsibilities
Maintain and update Quality assurance documentation and scoring forms
Monitor customer service agents
Calibrate with vendor QA team to ensure alignment with company’s expectations for service
- Learn Agent job responsibilities to better support and monitor employee activities
- Make recommendations to the training agenda or curriculum
- Attend internal calibration sessions to ensure program compliance and balance
- Identify gaps in processes to support better quality standards
Qualifications
