Bilingual Quality Assurance Coordinator

Responsibilities

• Review and evaluate Care Team interactions with members, caregivers, physicians, and community resources through telephone, text, and email communications
• Conduct quality audits of both English- and Spanish-language interactions to ensure compliance with established quality standards and consistent, high-quality member experience
• Assess communication effectiveness, empathy, accuracy, compliance, and member-centered service delivery across both languages
• Identify quality trends, coaching opportunities, and training needs
• Partner with leadership to improve performance and support continuous quality improvement initiatives
• Spend significant time reviewing and scoring member interactions, including those conducted by Spanish-speaking Enrollment Specialists and Care Team members
• Assist with developing bilingual training resources, calibration exercises, and quality improvement initiatives

Requirements

• Fluency in English and Spanish with ability to independently assess recorded calls and written communications in both languages
• Experience evaluating customer, patient, member, or call center interactions
• Ability to consistently apply quality standards across both English and Spanish communications
• Strong verbal and written communication skills in both English and Spanish
• Experience with video software, Google Suite, Slack, and electronic health records (or willingness to learn new software)
• Located within the lower 48 United States

Nice-to-Haves

• Familiarity with quality auditing, coaching, and feedback
• Experience in service-oriented roles
• Proven track record of success within scaling businesses, fast-paced environments, and/or startups