Bilingual Customer Quality Specialist

This position is to support the Centers for Medicare & Medicaid Services!

The Quality Assurance (QA) Specialist is responsible for analyzing the efficiency and effectiveness of individual case analysts. The QA Specialist reviews cases, interactions and evaluates them for compliance with standardized process requirements in both English and Spanish languages.

Key Responsibilities :

The QA Specialist reviews cases, emails, and recorded telephonic interactions and evaluates them for compliance with standardized process requirements. Requirements may include soft skills in phone calls, clear communication in emails, and an adherence to directive in case work. Based on the review, the Quality Analyst provides a concise written analysis of the work reviewed along with feedback and coaching recommendations to improve the performance of the program.

Required minimum qualifications :

• Bachelor’s Degree or equivalent OR 4 years of relevant experience in lieu of degree.
• Experience following defined processes.
• Must have fluent written and verbal English and must be fluent verbal Spanish.
• Candidates that do not meet the required qualifications will not be considered
• Experience with CMS's 1095-A (preferred but not required)