Bilingual QA Analyst

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Job description:

Bilingual QA Specialist - Call Center

FullTime | Remote | Arizona Department of Economic Security (DES)

Any internal candidates considered for this role must meet established criteria related to attendance occurrences, disciplinary history, written warnings, and other key performance indicators set forth by the organization.

Candidates who are not Bilingual will not be considered

Who we are

At Valor Global, our people are our greatest strength, forming the foundation of every exceptional experience we deliver. Guided by our core values-Exceed Expectations, Admire People, and Be Passionate About Making a Difference-we foster a culture where individuals are encouraged to unlock their full potential. We don't just support professional growth-we help team members bring their ambitions to life. Through values-driven programs and a purpose-filled environment, our people grow, uplift one another, and shape careers that are both meaningful and lasting. That's why so many choose to stay and thrive as part of the Valor family.

Overview

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.

Key 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

Qualifications

• Experience in quality assurance, call monitoring, or performance evaluation in a call center environment
• Strong understanding of customer service standards; UI or DES program experience preferred
• 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; additional education or certifications a plus

Work Environment

• Remote role requiring a quiet, secure workspace
• Must have reliable internet and the ability to use DES approved equipment
• Training and ongoing development provided

Technical Requirements:

• Minimum internet speed: 25 Mbps download / 5 Mbps upload
• Preferred internet speed: 50 Mbps download / 10 Mbps upload
• Jitter threshold: Should be 15ms or lower - higher jitter may result in voice and streaming issues
• Speed test recommendation: Candidates may be asked to complete a test using a provided link to verify connection quality
• Valor Global will provide equipment (loan basis)
• 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.

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

Employment Conditions:

Employment is contingent upon successfully passing a comprehensive background check.

All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable federal, state, or local laws.

Position Requirements

Full-Time/Part-Time
Contingent

Rate of Pay
43k to 45k Annually

Position
Quality Assurance

Location
BYOD

About the Organization
Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs.
At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.
Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.


This position is currently accepting applications.