Bilingual Customer Quality Specialist
2 days ago
Quality Assurance SpecialistThe 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 be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.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.Preferred Qualifications:Experience with CMS's 1095-A.Advanced proficiency with MS Office including SharePoint, Teams, Excel, Word, and PowerPoint.Strong verbal and written communication skills.Familiarity with process improvement systems such as Lean Six Sigma, Agile, and others.Previous Federal Government experience.Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
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