If you’re the kind of person who hears a call and instantly knows what should’ve happened, this role is for you. You’ll audit quality, spot performance trends, and coach agents in English and Spanish while helping the team stay aligned with service standards and client expectations.
About Firstsource
Firstsource is a global business process management partner supporting contact center operations across industries, including healthcare. They focus on improving service performance through process discipline, data, and people development. This role supports quality initiatives and client standards in a remote environment.
Schedule
- Remote, work from home
- Full-time (implied by role structure and expectations)
- Ongoing collaboration and coaching cadence with agents and internal teams
What You’ll Do
- Analyze individual, team, and overall quality metrics to identify trends and improvement opportunities
- Conduct audits, side-by-sides, coaching sessions, and development meetings to improve performance
- Maintain and manage internal quality data repositories to track trends and guide action plans
- Collaborate with other Quality Analysts to share updates and support training content/materials
- Stay current on quality best practices and contribute to improvements in scoring and guidelines
- Serve as a point of contact for quality-related client questions and communications
- Support additional projects and duties as assigned
What You Need
- Fluent bilingual English/Spanish (written and verbal), able to audit and coach in both languages
- 2 years of experience in an international contact center (quality experience required)
- 2 years of healthcare experience
- Proficiency in Microsoft Office (Excel, PowerPoint, Outlook, Word)
- Strong knowledge of contact center operations and quality monitoring
- Strong coaching skills with the ability to deliver feedback constructively and confidentially
- Strong organization, attention to detail, and ability to manage multiple priorities
- Bachelor’s degree in a related field (preferred) or equivalent experience
Benefits
- Remote work environment
- Quality-focused role with coaching and development responsibilities
- Cross-team collaboration and exposure to client-facing quality initiatives
- Career growth potential through quality leadership work
This is not an entry-level seat. If you don’t have quality monitoring plus healthcare experience, it’s a stretch. If you do, this one’s a strong upgrade from frontline calls.
Be the standard. Raise the standard.
Happy Hunting,
~Two Chicks…