QA Spanish Biligual
5 days ago
Key Responsibilities:
- Audit Spanish and English interactions (calls, chats, emails) to assess performance, accuracy, and compliance with healthcare protocols.
- Provide constructive feedback to agents to improve service quality and customer experience.
- Collaborate with training and operations teams to identify performance gaps and recommend coaching or retraining.
- Track and report quality metrics, trends, and audit findings regularly.
- Ensure compliance with HIPAA and other applicable healthcare regulations.
- Participate in calibration sessions to maintain scoring consistency across QA team.
- Assist in process improvement initiatives to enhance service delivery.
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