Bilingual QA Analyst (Spanish/English)

Echo Health - Westlake, OH

Full-time

Westlake, OH

Professional, Scientific, and Technical Services

About the position

ECHO Health Inc. is seeking a detail-oriented Bilingual QA Analyst to enhance Customer Service Operations. This role involves monitoring agent interactions across various communication channels to ensure quality and accuracy, collaborating with management to uphold exceptional service standards, and contributing to the continuous improvement of customer satisfaction. The position is integral to maintaining quality assurance documentation and making recommendations for training improvements.

Responsibilities

• Maintain and update Quality assurance documentation and scoring forms
• Monitor SRx customer service agents
• Calibrate with vendor QA team to ensure alignment with ECHO expectations for service
• Learn Agent job responsibilities to better support and monitor employee activities
• Make recommendations to the training agenda or curriculum
• Attend internal calibration sessions to ensure program compliance and balance
• Identify gaps in processes to support better quality standards

Requirements

• Proficient verbal and written communication skills in English and Spanish
• Demonstrated experience with Microsoft Products such as Outlook, Word, and Excel
• Experience in customer support roles
• Ability to multitask and set priorities for myself, team members, and other departments
• At least three years of direct customer service experience
• Ability to travel up to 10%