Bilingual (Spanish/English) Senior Associate - Quality (Remote)
Austin, TX, United States
Do you have a background in a customer service/call center environment? Have you been involved with auditing and related quality assurance within that environment? Do you have any experience in the healthcare field? Are you fluent in English and Spanish?
Join Us.
We're Sutherland, and we are seeking an attentive, goal-oriented individual to play a key role in support the expanding needs of one of our largest health insurance company customers. In this role, you will be responsible for;
Overseeing/managing performance and service quality to guarantee customer satisfaction, while providing coaching and feedback to CSRs.
Monitoring calls, chats and emails in English and Spanish and taking action to resolve issues observed during monitoring in order to drive quality awareness and improvement initiatives.
Creating reports and relaying information to provide vital data to management.
Developing/implementing strategies that positively impact the bottom line based on data and observations.
Establishing/maintaining communication with clients and / or team members; understanding needs, resolving issues, and meeting expectations.
This is a work from home opportunity; with Monday-Friday hours 8AM-5PM EST. We provide equipment, but you must have reliable, wired internet service and a quiet, distraction-free place to work.
When you join us, you’ll enjoy;
Competitive rate of $17/hour
Medical, dental and vision benefits
Paid training & generous PTO
Company-provided equipment
Advancement opportunities – 80% of our frontline leaders have been promoted from within
EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
Employee Discounts
Bilingual/Fluency in Spanish and English
Previous experience with QA and/or call monitoring
Health insurance industry experience a plus
Good skill in MS Excel and ability to prepare PowerPoint slides
Strong analytical skills with the knowledge/experience to interpret data, identify trends, and make suggestions for improvements
About Us
As a digital transformation company and just re-certified as a Great Place to Work, Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.