Bilingual Quality Analyst - Call Center - Remote

Overview

Cedar is seeking a Bilingual (Spanish) Service Center Quality Analyst to enhance the healthcare financial experience by monitoring and improving call center quality processes.

In Short

• Monitor and evaluate inbound/outbound calls and customer interactions.
• Develop and implement quality assurance processes and procedures.
• Conduct training sessions for call center agents.
• Provide feedback on customer service performance.
• Generate reports on call quality and productivity metrics.
• Collaborate with various teams to improve customer experience.
• Participate in quality assurance initiatives.
• Support business goals and quality standards.
• Assist in developing training materials.
• Ensure adherence to quality assurance standards.

Requirements

• Fluency in Spanish (written and spoken).
• 2 years of call center experience.
• Prior experience in the healthcare industry.
• Experience in training and developing policies.
• Familiarity with quality assurance methodologies.
• Excellent verbal and written communication skills.
• Problem-solving and critical thinking skills.

Benefits

• Impact the growth of the company.
• Transparency across teams.
• Competitive pay and employer-paid healthcare.
• Unlimited PTO for vacation and mental health days.
• 16 weeks paid parental leave.
• Diversity initiatives and employee resource groups.
• 401(k) matching contributions.
• Access to mentorship and development resources.