Description

The Bilingual Quality Assurance (QA) Specialist, reporting to the Call Center Quality Assurance (QA) Supervisor, will monitor  the interviewing staff, checking  both  the  accuracy  of  the  responses  keyed  into  the  CATI  system and  providing  feedback  to  interviewers  on  several  performance  measures,  such  as  reading  verbatim,  respondent  rapport,  professional  phone  manner,  keeping  control  of  the  interview,  and  refusal  avoidance. Will provide QA support to project teams associated with performance based contracts primarily focused on the productivity, quality and delivery of service for ICF contracts supporting a variety of programs and clients.

 Shift

The tasks below will provide this team the opportunity to work in a collaborative yet consistent manner in order to achieve a more productive and high quality work environment.  Based on project needs, your schedule, or these duties, may change as necessary.  It is important to emphasize that your new role as a QA Specialist requires you to be completely engaged with agents during monitoring and coaching sessions.  As a QA Specialist you will also be responsible to send up any calls that require immediate corrective action to the QA Supervisor as well as the appropriate Manager and Shift Supervisor. You will also occasionally be required to immediately perform a live monitoring session upon request, conduct study specific trainings and refreshers, as well as host client monitoring sessions as needed.

What you will be doing:

Shift tasks

Complete a minimum of 12 monitoring sessionsCoach a minimum of 12 monitoring sessionsEnsure all previously completed monitoring sessions are coached within 3 daysEnsure all information is updated in the QA database with completed work and file completed forms thus farOther duties as assigned

Production and Protocol Responsibilities

Daily debrief with your supervisor to discuss any new updates and requirements for the day:

Monitor interviewers for all projects, or to the required SLA for each project.Identify project monitoring goals for the day based on project complete percentages on previous day / weekly results.Provide quality monitoring for the entire outbound survey research staff.Use the QA reports to ensure all agents are being monitored per standards set by management.Complete coaching sessions for each completed monitoring session. Coaching feedback should be presented as close to real time as possible.Ensure all data collected is in accordance with falsification, confidentiality, and data quality policies.Host client monitoring sessions as necessary.Conduct live monitoring sessions on demand as requested by Management staff.Perform project training classes as required

Reporting  Responsibilities

Taking ownership of performance metrics:

Provide QA Supervisor with completed QA assignment spreadsheet notating daily completed tasks.Report any calls that require immediate corrective action to the QA Supervisor as well as the agent assigned Supervisor.

Employee File Organization and Standard

File all QA forms in employee filesEmployee files are located in QA locked file cabinet.

What you must have:

High school diploma or equivalent required.6 months + Survey Research/ Customer Service Experience

Must be fluent in Spanish and able to read and record answers in Spanish.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

 

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

 

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  

 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$34,392.00 - $58,466.00

Nationwide Remote Office (US99)