Job Details

Customer Support Quality Assurance Specialist - Spanish
Direct Hire | Onsite | Pittsburgh, PA or Boise, ID
Hybrid role- 3 days on site x 2 days remote

Oxford Solutions is hiring a bilingual Spanish-speaking Quality Assurance Specialist to join our pharmacy client's team onsite in Pittsburgh, PA, or Boise, ID. This is a direct hire opportunity with an ASAP start date.

In this role, you will be responsible for monitoring, evaluating, and improving the quality of patient and customer interactions, as well as ensuring workflow compliance across multiple business areas.

Responsibilities:

• Perform daily QA evaluations on patient phone, chat, and email interactions.
• Conduct audits on pharmacy workflows (such as Prior Authorization process and data entry)
• Identify trends and recommend improvements to enhance patient experience and workflow adherence.
• Collaborate with agents, leaders, and QA analysts to update training materials, scripts, and knowledge base content
• Participate in calibration sessions and serve as a subject matter expert for assigned business segments
• Cross-train to provide QA support across multiple business areas

Qualifications

• Bilingual Spanish (read, write, speak) required
• Minimum 2 years of QA experience in a contact center or hub pharmacy environment
• Experience in healthcare, insurance, or other regulated industries preferred
• Strong attention to detail and analytical mindset
• Excellent communication and collaboration skills
• Comfortable working independently in a fast-paced environment

Spanish Bilingual QA Specialist (Customer Support) - 25-00586