FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Bilingual Call Center Quality Assurance Analyst
Gainwell Technologies. Monitor and evaluate customer interactions in English and Spanish .
Posted 9/15/2026full-timeRemote • California • United StatesJuniorMid-Level💰 $43,100 - $61,600 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality assurance and monitoring within a high-volume call center environment, with a strong focus on analyzing customer interactions and identifying improvement opportunities. Proficient in both English and Spanish, capable of effectively communicating findings and collaborating with cross-functional teams to enhance quality standards.
Highest-signal resume keywords
Quality Assurance ExperienceBilingual Fluency in English and SpanishAnalytical SkillsQuality Monitoring ToolsCRM Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality MonitoringQuality AuditingPerformance Metrics EvaluationTrend AnalysisAttention to Detail
Soft Skills
Effective CommunicationCollaborationProblem-Solving
Tools & Technologies
Microsoft OfficeCRM SoftwareQuality Monitoring Systems
Industry Keywords
Call Center OperationsCustomer ExperienceMedi-Cal ProgramQuality StandardsPerformance Gaps
About the role
Key responsibilities & impact- Monitor and evaluate customer interactions in English and Spanish
- Ensure adherence to established quality standards, client requirements, policies, procedures, and performance expectations
- Complete quality evaluations accurately and consistently
- Document findings and identify opportunities to improve quality, accuracy, compliance, and customer experience
- Analyze quality results and customer interaction trends
- Identify recurring issues, performance gaps, and improvement opportunities
- Participate in calibration sessions to promote consistency in quality evaluations, scoring, and interpretation of quality standards
- Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership
- Partner with Quality, Operations, and Training teams to support coaching, process improvements, and continuous improvement initiatives
- Support California's Medi-Cal program and contact center operations serving members and providers
Requirements
What you’ll need- At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment
- Fluency in English and Spanish
- Ability to effectively evaluate customer interactions in both English and Spanish
- Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics
- Participation in calibration sessions
- Strong analytical skills and attention to detail
- Ability to identify quality trends, performance gaps, and improvement opportunities and clearly communicate findings
- Proficiency with Microsoft Office
- Experience using CRM, quality monitoring, reporting, or other contact center technologies
- Candidates must reside in California
Benefits
Comp & perks- Work flexibility
- Learning and career development
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies