Shire Jobs

Overview

BroadPath is seeking a highly motivated and results-oriented Bilingual Quality Analyst Supervisor to join our team. The Bilingual Quality Analyst Supervisor is responsible for overseeing the quality assurance process. This role involves supervising a team of quality analysts, ensuring that customer interactions are monitored and evaluated according to company standards, and providing actionable feedback to improve overall service quality. The ideal candidate will be fluent in both English and Spanish.

Responsibilities

• Oversee a team of Quality Analysts who monitor and evaluate recorded calls to identify areas of service delivery that did not meet performance standards

• Provide guidance, support, and feedback to the quality analysts to ensure they are effectively carrying out their duties

• Prepare and present reports on the overall quality of service, identifying trends, areas of improvement, and training needs

• Provide timely coaching to agents in conjunction with the Supervisor to ensure continuous improvement

• Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology

• Conduct calibration sessions with quality analysts and operational managers to ensure consistency in quality evaluations

• Act as a liaison between the quality team and other departments or stakeholders, ensuring clear communication regarding quality standards and performance issues

Qualifications

• Minimum of 1 year of recent experience as a call center QA Supervisor measuring a healthcare team

• Demonstrated ability to measure employee performance and provide coaching aligned with call center metrics

• Proficiency in Microsoft Windows and strong technical aptitude

• Strong verbal and written communication skills in both Spanish and English are essential; this includes the ability to conduct quality assessments and provide feedback in both languages

• Ability to remain focused and productive each day though tasks may be repetitive

Diversity Statement

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!

Equal Employment Opportunity/Disability/Veterans

If you need accommodation due to a disability, please email us at HR@Broad-path.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Compensation:  BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.