Bilingual QA Analyst

Valor Global • Phoenix, AZ

1d • Remote

About The Position

The Quality Assurance (QA) Specialist evaluates the accuracy, compliance, and customer service performance of UI call center agents. This role ensures that calls, documentation, and case handling meet DES standards, federal guidelines, and program expectations. The QA Specialist provides clear, actionable feedback to support agent development and improve the overall customer experience.

Requirements

• Experience in quality assurance, call monitoring, or performance evaluation in a call center environment
• Strong understanding of customer service standards
• Ability to interpret policies, identify errors, and provide clear, actionable feedback
• Excellent attention to detail, analytical thinking, and documentation skills
• Strong communication skills with the ability to deliver feedback professionally and constructively
• Comfortable working in a remote environment and navigating multiple systems
• High school diploma or equivalent
• Minimum internet speed: 25 Mbps download / 5 Mbps upload
• Jitter threshold: Should be 15ms or lower
• Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settings
• Troubleshooting mindset: Able to diagnose and resolve basic tech issues independently. Confident using browsers, search engines, and understanding online safety.

Nice To Haves

• UI or DES program experience preferred
• Additional education or certifications a plus

Responsibilities

• Monitor and evaluate calls for accuracy, professionalism, and adherence to DES policies
• Review case notes, documentation, and system entries to ensure compliance with state and federal UI requirements
• Score interactions using established QA rubrics and quality standards
• Identify trends, skill gaps, and training opportunities across the team
• Provide detailed, constructive feedback to agents and leadership to support performance improvement
• Partner with trainers and supervisors to refine coaching plans, training materials, and job aids
• Assist in calibration sessions to ensure scoring consistency across QA and leadership teams
• Track and report quality metrics, patterns, and opportunities for process improvement
• Maintain confidentiality and ensure all evaluations align with DES, state, and federal guidelines
• Support special audits, quality initiatives, and program updates as needed

Benefits

• Medical, Dental and Vision plans will start on the first of the month following hire date
• Semi-monthly pay with monthly commission bonus potential
• 401K with matching up to 4%
• Employee assistance program and Valor Helps Employee Referral Program
• Paid training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED