About the Role
Bilingual (Spanish/English) Senior Associate – Quality (Remote)
- Dallas, TX
- Full-time
Do you have a background in a customer service/call center environment? Have you been involved with auditing and related quality assurance within that environment? Do you haveany experience in the healthcare field? Are you fluent in English and Spanish?
Join Us.
Qualifications:
- Bilingual/Fluency in Spanish and English
- Previous experience with QA and/or call monitoring
- Health insurance industry experience a plus
- Goodskill inMS Excel and ability to prepare PowerPoint slides
- Strong analytical skills with the knowledge/experience to interpret data, identify trends, and make suggestions for improvements
JobDescription:
We’re Sutherland, and we areseeking an attentive, goal-oriented individual to play a key role in support the expanding needs of one of our largest health insurance company customers. In this role, you will be responsible for;
- Overseeing/managing performance and service quality to guarantee customer satisfaction,while providingcoaching and feedback to CSRs.
- Monitoring calls, chats and emails in English and Spanish and takingaction to resolveissues observed during monitoring in order todrive quality awareness and improvement initiatives.
- Creating reports and relaying information toprovide vital data to management.
- Developing/implementing strategies that positively impact the bottom line based on data and observations.
- Establishing/maintaining communication with clients and / or team members; understanding needs, resolvingissues, and meeting expectations.