Bilingual Customer Service Quality Assurance

Job Title : Bilingual Customer Quality Specialist (Remote- Within U.S )

Client : U.S. Department of Health and Human Services (HHS)

Support Area : Centers for Medicare & Medicaid Services (CMS)

The Customer Quality Specialist plays a critical role in evaluating individual case analysts, ensuring adherence to standardized procedures, and providing actionable feedback that enhances program performance and customer experience.

Key Responsibilities :

• Review case files, emails, and recorded telephone interactions for accuracy, completeness, and compliance with established protocols and procedures.
• Assess both English and Spanish communications for professionalism, clarity, and effectiveness, including soft skills in phone calls and tone in written correspondence.
• Analyze adherence to directives and quality standards across all interactions and documentation.
• Deliver clear, written evaluations of reviewed work, including performance summaries and improvement recommendations.

Minimum Required Qualifications :