Bilingual QA Coordinator - Remote

Essential Duties and Responsibilities:

- Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.

- Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.

- Assist with the development, analysis and distribution of project reports and performance indicators.

- Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.

- Conduct monitoring activities for quality assurance purposes.

- Assist with monitoring performance and meeting contractual requirements.

- Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.

- Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.

- Assist with staff training, as necessary.

- Meet all standards established for this position as outlined in the attached performance criteria.

- Perform other duties as may be assigned by corporate management.

- Evaluate customer interactions to ensure quality, accuracy, and compliance with established standards.

- Analyze performance data and quality metrics to identify trends, strengths, and areas for improvement.

- Provide constructive feedback and support coaching initiatives to enhance employee performance. Assist with training efforts by identifying knowledge gaps and reinforcing operational procedures.

- Monitor adherence to contractual requirements, policies, and quality standards.

- Prepare and communicate quality findings, performance results, and recommendations to leadership.

- Collaborate with Operations, Training, and Management teams to improve service delivery and customer satisfaction.

- Support continuous improvement initiatives by identifying process efficiencies and best practices.

- Demonstrate strong analytical, communication, and problem-solving skills in a fast-paced call center environment.

- Maintain a customer-focused approach while promoting quality excellence and operational effectiveness

Minimum Requirements
- This position requires bilingual proficiency in languages as specified.

- High School diploma or equivalent with 0-2 years of experience.

- May have additional training or education in area of specialization.

- Work on assignments that are routine in nature, with responsibilities easily learned on the job.

- Acquire job skills and learns applicable policies and procedures to complete routine tasks.

- Able to read, understand & perform assignments within prescribed guidelines.

- Communicate routine information in a clear and accurate way with internal & external contacts.

- Fluent in English and Spanish (must be able to speak, read and write)- Prior experience with Cover VA at Maximus Preferred

Skills and Qualifications

- Experience with Medicaid health insurance programs.

- Experience working in an SOA Shared Services program.

- Demonstrates strong analytical, communication, and quality monitoring skills.

- Evaluates customer interactions to ensure compliance with quality and performance standards.

- Analyzes quality data and performance metrics to identify trends and improvement opportunities.

- Supports coaching, training, and employee development initiatives.

- Collaborates with operational leadership to improve service quality and customer experience.

- Maintains knowledge of policies, procedures, and contractual requirements while promoting operational excellence.

- 1 year of call center quality assurance, quality monitoring, or performance…