Bilingual Quality Assurance Specialist

Location: Baton Rouge, LA
Job Type: Full-Time | On-Site
Pay: $18.00–$20.00 per hour, depending on experience

Job Summary

CDR General Services is seeking a detail-oriented and bilingual (English/Spanish) Quality Assurance Specialist to join our team in Baton Rouge, LA. This position is responsible for monitoring, reviewing, and evaluating inbound and outbound calls to ensure employees maintain high standards of professionalism, communication, accuracy, and compliance with company procedures.

The ideal candidate will have strong analytical skills, excellent communication abilities, and a passion for improving employee performance through constructive feedback and quality monitoring.

Key Responsibilities

• Monitor and evaluate recorded inbound and outbound calls for quality, accuracy, professionalism, and compliance.
• Identify areas of improvement in employee communication, customer service, and adherence to company procedures.
• Document call evaluations and maintain accurate quality assurance reports.
• Provide constructive feedback and coaching recommendations to supervisors and team members.
• Identify recurring performance issues, trends, and training opportunities.
• Collaborate with management to develop and implement quality improvement strategies.
• Ensure employees follow approved call scripts, communication guidelines, and company policies.
• Assist with training initiatives to improve overall call quality and customer experience.
• Maintain confidentiality of sensitive employee, candidate, and client information.

Qualifications

• Fluent in English and Spanish (required).
• High school diploma or GED required.
• Previous experience in quality assurance, call monitoring, customer service, recruiting, or call center operations preferred.
• Strong attention to detail and analytical skills.
• Excellent verbal and written communication skills in both English and Spanish.
• Ability to provide professional, constructive feedback.
• Proficiency in Microsoft Office, including Excel and Word.
• Strong organizational and time management skills.
• Ability to work independently and manage multiple priorities.
• Comfortable working in a fast-paced, team-oriented environment.

Schedule & Work Location

• Full-time position
• Monday through Friday
• On-site in Baton Rouge, LA

What We're Looking For

We are looking for someone who can objectively evaluate employee performance, recognize opportunities for improvement, and contribute to maintaining high standards across our team. The successful candidate will be professional, organized, dependable, and comfortable communicating feedback that supports employee development and operational success.

Apply today to join our team!

Pay: $18.00 - $20.00 per hour

Experience:

• Quality assurance: 1 year (Required)

Language:

• Spanish (Required)

Ability to Commute:

• Baton Rouge, LA 70806 (Required)

Work Location: In person

Salary : $18 - $20