Bilingual Quality Analyst

HealthEdge

. Monitor and score call samples for Call Center agents .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $56,000 - $64,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in monitoring call center operations, providing feedback, and coaching agents to enhance quality and compliance with KPIs, CPIs, and SLAs. Proficient in using Genesys and Microsoft Office tools to analyze performance and support training initiatives.

Highest-signal resume keywords

Health Care Call Center ExperienceGenesys ProficiencyMicrosoft Office Suite ExpertiseStrong Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call MonitoringScorecard FeedbackOperational Compliance MeasurementAudit TrackingClient Call Handling

Soft Skills

Problem-SolvingTeam CollaborationAdaptabilityTime ManagementSelf-Starter

Tools & Technologies

GenesysMicrosoft WordMicrosoft PowerPointMicrosoft Excel

Industry Keywords

KPICPISLACustomer ServiceHealth Care

About the role

Key responsibilities & impact

Monitor and score call samples for Call Center agents
Provide scorecard feedback and coach agents to increase quality awareness
Partner with leadership and training teams to identify training opportunities
Measure operational compliance with contractual KPIs, CPIs, and SLAs
Track audit results from multiple sources and present trends and improvement suggestions
Maintain accurate, traceable audit records and artifacts for internal and external agency/customer audits
Log into the phone system monthly as an agent to receive and handle client calls
Perform additional duties as needed to support team and business goals

Requirements

What you’ll need

3–5 years of experience in Health Care Call Center/Customer Service
High school diploma required
Bachelor's degree preferred
Experience with Genesys and Microsoft Office products
Intermediate proficiency in Word (headers/footers, page formatting, templates, step numbering) and PowerPoint
Basic proficiency in MS Excel
Strong written and verbal communication skills
Ability to prioritize assignments and workload effectively and efficiently
Reliable internet connection required
Ability to adapt quickly in a fast-paced environment
Self-starter and quick learner
Strong team player with collaborative mindset
Attention to detail and strong problem-solving skills
Candidates may be required to go through a pre-employment criminal background check

Benefits

Comp & perks

Remote work environment
Full-time, permanent employment
May require travel dependent on company needs
Reasonable accommodations for individuals with disabilities
Equal opportunity employer and workforce diversity commitment