Bilingual Customer Quality Specialist

Quality Assurance Specialist

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 include reviewing cases, emails, and recorded telephonic interactions and evaluating 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 include a bachelor's degree or equivalent OR 4 years of relevant experience in lieu of a degree. Experience following defined processes is also required. The candidate must be a US citizen or authorized to work in the US and a resident of the US for at least 3 years within the last 5 years. Fluent written and verbal English and fluent verbal Spanish are required. Candidates that do not meet the required qualifications will not be considered.

Preferred qualifications include 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, and previous Federal Government experience.

Compensation 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.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, or national origin are not and will not be considered in any personnel or management decisions. 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. The physical requirements described 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.