Quality Assurance Specialist - Bilingual

Overview

Maximus is seeking a Bilingual Quality Assurance Specialist. This remote temporary position involves monitoring telephone calls and e-mail correspondence to ensure contacts meet CDC-INFO requirements and quality standards.

Essential Duties and Responsibilities

• Conduct call monitoring sessions and quality evaluations.
• Provide feedback to agents and operational teams.
• Participate in calibration sessions with the client.
• Compile and verify statistical reports regarding quality metrics.
• Work with Customer Service Supervisors to support monitoring efforts.

Education and Experience

High School Diploma or GED required; Associate’s Degree preferred. At least 1-3 years of experience in call center monitoring, quality assurance, or customer service is needed. Fluency in Spanish is necessary.

Technical and Home Office Requirements

• Must supply own device (Computer or Laptop, headset with microphone, and monitor).
• Compatible with Windows 10/11 or Mac OS (Big Sur, Catalina, Monterey).
• Hardwired internet with at least 25mbps download speed.
• Private work area and proper background on video calls.

Additional Information

This role is remote with potential assignments on weekends and holidays. The position adheres to confidentiality policies and complies with quality standards as defined by CDC-INFO.

Key skills/competency

• Quality Assurance
• Bilingual
• Call Monitoring
• Customer Service
• Feedback
• Calibration
• Statistical Reporting
• Continuous Improvement
• Remote Work
• Technical Proficiency