QA Spanish Biligual

2 days ago

Cebu City, Central Visayas, Philippines Firstsource Solutions Limited Full time $40,000 - $60,000 per year

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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