
BILINGUAL QA ANALYST
We are searching for a Bilingual QA Analyst Gatekeeper, to join a Healthcare Payment business in Ohio.
JOB TITLE
Bilingual QA Analyst
LOCATION
Cleveland, Ohio
SALARY
Up to $45,000 + bonus and 'best-in-class' healthcare
REPORTS TO
Support Manager
ROLE PURPOSE
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.
RESPONSIBILITIES
Maintain and update Quality assurance documentation and scoring forms
Monitor SRx customer service agents
Calibrate with vendor QA team to ensure alignment with ECHO 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
Proficient verbal and written communication skills in English and Spanish.
Demonstrated experience with Microsoft Products such as Outlook, Word, and Excel.
Experience in customer support roles.
Ability to multitask and set priorities for self, team members, and other departments.
At least three years of direct customer service experience
Ability to travel up to 10%
WORKING CONDITIONS
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Training delivery may necessitate air travel to Vendor domestic and international locations.
The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.
PHYSICAL ENVIRONMENT
While performing the duties of this job, employees are regularly requiredto sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to operate standard officeequipment; reach with hands and arms and lift up to 25 pounds. Standing for extended periods of time may be required during training delivery.
IF YOU'RE INTERESTED IN APPLYING FOR THIS ROLE, PLEASE SEND ME YOUR CV USING THE BUTTON BELOW AND QUOTE THE JOB TITLE AS A REFERENCE.