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Bilingual Customer Service Quality Assurance
Bilingual Customer Service Quality AssuranceDunhill Professional Search & Government Solutions • San Antonio, Texas Metropolitan Area, United States
Bilingual Customer Service Quality Assurance

Bilingual Customer Service Quality Assurance

Dunhill Professional Search & Government Solutions • San Antonio, Texas Metropolitan Area, United States
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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 :

  • Bachelor’s degree or equivalent experience OR a minimum of 4 years of relevant work experience in lieu of a degree.
  • Experience in a call center environment and customer quality assurance in needed for the role.
  • Strong attention to detail and demonstrated ability to follow defined processes.
  • Full professional fluency in both spoken Spanish and English, with excellent written communication skills in English.
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    Quality Assurance • San Antonio, Texas Metropolitan Area, United States

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