Bilingual Quality Analyst

Job Summary

Supporting the Federal Emergency Management Agency (FEMA) remotely, the full-time temporary Bilingual Quality Analyst will monitor call center interactions, assess service quality, and provide feedback to ensure adherence to established performance standards.

Key responsibilities

• Conduct call monitoring sessions to evaluate the quality of customer service and compliance with policies
• Provide feedback on monitoring results to improve agent performance
• Assess the accuracy of information provided during interactions and ensure quality standards are met

Required qualifications

• High School diploma or equivalent
• 1-3 years of QA/QC experience
• Training or education in a relevant area of specialization may be preferred
• Must reside in the contiguous United States and be a U.S. citizen
• Ability to pass a federal background check