Auditor, Support Center Quality – Remote (Bilingual Spanish)

About This Opportunity

Our talent team is representing a confidential healthcare organization in their search for a remote Auditor, Support Center Quality. This is a unique opportunity to ensure excellence in member and provider interactions while working from anywhere in the United States. We're seeking a bilingual Spanish-speaking professional who thrives in quality assurance and is passionate about driving process improvement in a fast-paced contact center environment.

Responsibilities

• Monitor and assess customer interactions for support center representatives handling both inbound and outbound calls
• Document performance strengths and weaknesses, identifying immediate compliance issues
• Participate in call calibration exercises and internal listening sessions to maintain audit consistency
• Assist in generating standard weekly and monthly quality measurement reports
• Provide regular feedback to quality leadership regarding call trends and compliance matters
• Collaborate with leadership to develop and refine quality assurance guidelines
• Ensure all customer interactions comply with established procedures and regulatory standards including HIPAA
• Demonstrate subject matter expertise across multiple business segments (Medicaid, Medicare, Marketplace)
• Contribute to the creation and updating of procedure and training manuals
• Provide 1:1 performance feedback and coaching to representatives to support development
• Provide inbound phone support as needed during periods of high call volume

What We're Looking For

• At least 2 years of progressive experience in quality assurance/auditing, call center operations, or customer service in a high-volume environment
• Bilingual fluency in Spanish and English (required)
• Understanding of insurance products including Medicaid, Medicare, and Marketplace enrollment processes
• Strong customer service skills with ability to conduct thorough research while maintaining coherent conversations
• Data processing experience and proficiency in Microsoft Office suite
• Exceptional attention to detail, organizational skills, and time-management abilities
• Ability to maintain confidentiality and comply with HIPAA regulations
• Effective verbal and written communication skills
• Experience coaching and developing employees, particularly in providing performance feedback related to quality and customer experience
• Previous coaching experience in a Quality, Lead, Trainer, or Supervisory capacity strongly preferred
• Managed care experience preferred

How We Work With You

When you apply through Get A Job.ai, a member of our recruiting team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the employer directly—all communication regarding this opportunity should go through our team to ensure the best outcome for your candidacy.

Pay

Pay information will be discussed during the screening process with our recruiting team.

Equal Opportunity

Get A Job.ai is committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, disability, gender identity, or veteran status.