Support Operations Specialist
Deliver high-touch support for Fora X advisors, handling escalations, metrics, and process improvements in a fast-paced tech environment. Requires 3-5 years support/ops experience and strong communication skills.
Bilingual Quality Assurance Coordinator
Review and audit English and Spanish member interactions (calls, texts, emails) for quality, compliance, and member experience. Identify trends and partner with leadership on coaching and training for the Care Team.
70k – 72kUnited StatesCustomer SupportRemote
About the role
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
Skills
Quality AuditingCall Center Quality EvaluationBilingual CommunicationCoaching And FeedbackProcess ImprovementGoogle WorkspaceSlackElectronic Health RecordsCalibration ExercisesTraining Development
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