Bilingual Quality Assurance Specialist in Trinidad and Tobago (English/Spanish)

Job description

Overview MUST BE BILINGUAL IN SPANISH: Responsible for monitoring and evaluating the non-clinical interactions for satisfaction and compliance according to specified policies, thresholds, and procedures. Support the overall consumer experience workflow by conducting consumer interaction evaluations, complaint analysis, consumer satisfaction surveys, and consumer service calls. Facilitates both internal site and client calibration sessions; prepare and complete reports in order to meet contractual and accreditation requirements. Completes full evaluations and submits evaluations to operations leadership for review. This is a non-clinical position. Responsibilities: - Monitoring Bi-Lingual calls (pre-recorded or live) while evaluating record data integrity and accuracy, providing feedback to Care Coordinators, Engagement Specialist or other assigned representatives via remote or direct coaching - Prepare quality monitoring forms and conduct quality monitoring for customer interactions including calls, chats, and emails daily as per a predefined sampling criterion. - Completing formal scorecards with the intent to ensure the highest level of consumer experience and mitigating risks to...