• Multilingual Auditing: Evaluate Spanish and English interactions—including calls, chats, and emails—to assess accuracy and adherence to healthcare protocols.

• Performance Coaching: Deliver constructive feedback to representatives to improve service quality and the overall customer experience.

• Strategic Collaboration: Work closely with training and operations teams to identify performance gaps and recommend targeted coaching or retraining.

• Metrics & Reporting: Track and report on quality metrics, trends, and audit findings on a regular basis.

• Regulatory Compliance: Ensure all interactions remain compliant with HIPAA and other relevant healthcare regulations.

• Calibration & Improvement: Participate in calibration sessions to ensure scoring consistency and contribute to initiatives that enhance service delivery.

Qualifications

• Education: Bachelor’s degree or equivalent professional experience.

• Linguistic Proficiency: Fluent in both Spanish and English (written and verbal).

• Experience: 1–2 years of Quality Assurance experience within a healthcare BPO environment is required.

• Technical Skills: Proficient in QA tools, CRM systems, and the Microsoft Office Suite.

• Soft Skills: Strong analytical, communication, and interpersonal abilities.

• Eligibility: Must not be a former employee of Firstsource.

Work Logistics

• Salary Package: 45,000 – 50,000 PHP.

• Work Setup: Purely On-site at Taguig.

• Location Requirement: Candidates must reside in (or be willing to relocate to) Pasay, Taguig, Pasig, Makati, or Mandaluyong. Note: If relocating, please update your CV with your new address.

• Shift: Shifting schedule.

• Start Date: ASAP.

What We Offer

• Comprehensive health insurance coverage.

• Generous paid time off and holiday leave.

• Defined opportunities for career development and advancement.

• A collaborative, inclusive, and modern work environment.