Job title: Spanish Quality Auditor - RCM

Account: Healthcare

Work set up: On-site at Taguig (candidates must be living in the ff locations: Pasay, Taguig, Pasig, Makati, Mandaluyong,)

Work shift: Shifting

Salary Package: 45k -50k

Start date: ASAP

Headcount: 2

BPO industry experience in the relevant role is required.

RECRUITMENT PROCESS: TBA


Job Summary:

We are seeking a detail-oriented and bilingual (Spanish-English) Quality Auditor to join our healthcare support team. The Quality Auditor will be responsible for evaluating and ensuring the quality of service interactions (calls, chats, emails) delivered by our healthcare support representatives. The role ensures compliance with internal standards, regulatory requirements, and customer expectations, with a focus on Spanish-language interactions.


Key Responsibilities:


• Audit Spanish and English interactions (calls, chats, emails) to assess 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 regularly.

• Ensure compliance with HIPAA and other applicable healthcare regulations.

• Participate in calibration sessions to maintain scoring consistency across QA team.

• Assist in process improvement initiatives to enhance service delivery.


Qualifications:


• Bachelor's degree or equivalent experience.

• Fluent in Spanish and English (written and verbal).

• 1–2 years of experience in a quality assurance role, in a healthcare BPO environment.

• Strong knowledge of healthcare processes

• Excellent analytical, communication, and interpersonal skills.

• Proficient in using QA tools, CRM systems, and Microsoft Office Suite.

• Must not be former employee of FirstSource

• Ready to start immediately


What We Offer:
We are committed to providing a supportive and rewarding

work environment. In addition to a competitive salary, we offer:

 Comprehensive health insurance coverage.

 Generous paid time off and holiday leave.

 Opportunities for career development and advancement.

 A collaborative and inclusive company culture.

 Modern, well-equipped work facilities.

 


Interested and qualified Candidates should send their CV to esther.igweonu@gratitudeindia.com