As a Quality Specialist – Bilingual at Carenet Health, you will be responsible for monitoring and evaluating non-clinical interactions to ensure satisfaction and compliance with established policies, thresholds, and procedures. Your role directly supports Carenet Health’s mission of providing an exceptional consumer experience. This includes evaluating recorded/live interactions, conducting complaint analyses, participating in survey outreach, and facilitating calibration sessions to maintain consistency in service delivery. You will work cross-functionally with internal teams and client representatives to ensure quality assurance standards are met or exceeded. This is a non-clinical role requiring attention to detail, discretion, and a high level of customer focus.

Key Responsibilities

• Monitor bilingual calls (live or recorded) to assess call quality, data integrity, and compliance.

• Deliver timely feedback to Care Coordinators, Engagement Specialists, or other designated staff through coaching sessions (remote or direct).

• Prepare and complete formal quality scorecards for phone, chat, and email interactions based on predefined sampling standards.

• Review and evaluate service-related complaints; provide thorough analysis and documentation of findings.

• Identify and submit process improvement recommendations to enhance the consumer experience.

• Facilitate internal and client-facing calibration sessions to ensure alignment in quality expectations and scoring standards.

• Support complaint resolution processes by recommending compliant procedural enhancements (e.g., escalations, final letter reviews).

• Engage directly with consumers via outbound calls as part of assigned quality initiatives or follow-up programs.

• Work independently and collaboratively in a fast-paced, evolving environment.

• Perform additional tasks as assigned by Quality leadership.

Qualifications

• High School Diploma or GED required.

• Minimum 1 year of call center experience and preferred experience in a quality assurance role.

• Experience at Carenet Health is highly preferred, especially with familiarity in company protocols, tools, and customer interaction standards.

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint); familiarity with CRM and QA platforms is a plus.

• Strong understanding of Carenet Health's values, service standards, and client expectations.

• Bilingual (English and Spanish) preferred; strong verbal and written communication skills required.

• Ability to interact professionally with diverse teams and a cross-cultural customer base.

• Detail-oriented with the ability to multitask, manage time, and prioritize effectively.

• Commitment to confidentiality, accuracy, and high-integrity service delivery.

Working Conditions

Environment:

• Professional office setting; may be remote, onsite, or hybrid depending on Carenet Health business needs.

• Regular use of computers, monitors, headsets, and virtual communication platforms (e.g., Microsoft Teams).

• Quiet work setting with occasional digital interruptions (emails, meetings, notifications).

Physical Requirements:

• Sedentary role; requires extended periods of sitting and continuous screen usage.

• Frequent typing and mouse interaction; strong near vision required.

• Minimal physical exertion—no heavy lifting or strenuous physical activity.

Disclaimer

The duties and responsibilities outlined in this job description are not exhaustive and may evolve over time. Carenet Health reserves the right to assign or reassign duties as needed to meet business objectives.

Why Carenet?

At Carenet Health, we don’t just deliver healthcare support; we create powerful patient experiences. Here, you'll be part of a mission-driven organization that thrives on innovation and teamwork. With opportunities for professional growth and a focus on work-life balance, this is more than a job—it’s a career where you can make a lasting difference.

We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!

Additional Information: 

Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.

Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.