MSCC Admin - Bilingual Quality Assurance Specialist

TITLE : BILINGUAL QUALITY ASSURANCE SPECIALIST

STATUS : NON-EXEMPT

REPORT TO : MANAGER - MSCC QUALITY ASSURANCE

DEPARTMENT : MEMBER SERVICE CONTACT CENTER

JOB CODE : 11868

PAY RANGE : $22.75 - $28.00 HOURLY + $1.00 BILINGUAL DIFFERENTIAL

• Preferably have NICE / Nexitia experience

GENERAL DESCRIPTION :

The Bilingual Quality Assurance Specialist is concerned with monitoring and evaluating the interaction between members and employees (in both English & Spanish) and providing feedback to reinforce or sustain work expectations and processes as needed. This is to help ensure sound department operation, maximum efficiency, and member satisfaction.

TASKS, DUTIES, FUNCTIONS :

Listen to recorded and / or live interactions between Member Service Contact Center employees and Members.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS :

ORGANIZATIONAL CONTACTS & RELATIONSHIPS :

QUALIFICATIONS :

Fluent ability to read, speak and use proper grammar in English and Spanish.

PHYSICAL REQUIREMENTS :

LICENSES / CERTIFICATIONS :

Must pass a verbal Spanish assessment successfully through Language Testing International within 90 days of employment.

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.