Spanish-Healthcare Quality Auditor

About the role

We are looking for a detail‑oriented, bilingual (Spanish‑English) Quality Auditor to join our healthcare support team. You will evaluate calls, chats, and emails to ensure they meet internal standards, regulatory requirements, and customer expectations, with a focus on Spanish‑language interactions.

Key responsibilities

• Audit Spanish and English interactions (calls, chats, emails) for performance, accuracy, and compliance with healthcare protocols.
• Provide constructive feedback to agents to improve service quality and customer experience.
• Collaborate with training and operations teams to identify performance gaps and recommend coaching or retraining.
• Track and report quality metrics, trends, and audit findings on a regular basis.
• Ensure compliance with HIPAA and other applicable healthcare regulations.
• Participate in calibration sessions to maintain scoring consistency across the QA team.
• Assist in process‑improvement initiatives to enhance service delivery.

Required profile

• Bachelor's degree or equivalent experience.
• Fluent in Spanish and English, both written and verbal.
• 1–2 years of experience in a quality assurance role, preferably in a healthcare BPO or call‑center environment.
• Strong knowledge of healthcare processes and excellent analytical, communication, and interpersonal skills.

Required skills

• Proficiency with QA tools.
• Experience using CRM systems.
• Strong command of the Microsoft Office Suite.