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Reston, Virginia, United States
Remote only
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
Production and Protocol Responsibilities
Daily debrief with your supervisor to discuss any new updates and requirements for the day:
Reporting Responsibilities
Taking ownership of performance metrics:
Employee File Organization and Standard
What you must have:
Must be fluent in Spanish and able to read and record answers in Spanish.
Bot and Third-Party Applications
Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact Candidateaccommodation@icf.com for assistance.
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.
We will consider for employment qualified applicants with arrest and conviction records.
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.
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:
$34,564.00 - $58,758.00Nationwide Remote Office (US99)
