Foundation for California Community Colleges · 4 days ago
Bilingual Quality Analyst, Community Impact Call Center
United States
Full-time
Remote
Mid Level
$25/hr - $26.25/hrFoundation for California Community Colleges is seeking a Bilingual Quality Analyst for their Community Impact Call Center to provide critical support to disadvantaged communities. The role involves overseeing quality assurance processes, conducting call monitoring, and collaborating with the leadership team to ensure quality standards are met.
Higher EducationNon ProfitSocial Assistance
Responsibilities
Supports the leadership team by providing multiple channel quality reviews (Quality Forms, Email, Microsoft Teams) and communicates to the quality analyst leadership, as well as the team members who are receiving the assessment review
Collaborate with the leadership team to align efforts with operational objectives and ensure quality standards are met
Prepare and deliver accurate, timely reports to departments, individual teams, and team members, as well as the quality analyst supervisor
Participate in deep dives to identify best practices and opportunities for improving Quality Control processes
Propose and implement ideas for process improvements to enhance efficiency, quality, and the overall customer experience
Develop and maintain QA process documentation in collaboration with the quality analyst leadership team, ensuring updates are implemented on an ongoing basis
Communicate updates and changes to quality assurance processes to leadership and relevant team members
Perform daily call monitoring, reviewing up to 30 calls per day according to the monthly schedule
Conduct Weekly team lead quality meetings for reporting and coaching feedback
Provide Weekly/Monthly reporting to the quality supervisor on calls reviewed
Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements
Contribute to team success by completing additional projects and tasks as assigned
Qualification
Required
Bilingual in Spanish is required
Exceptional use of effectively and efficiently managing time; concentrates efforts on most important priorities
Familiarity with speech analytics
Knowledge in telecommunications and customer service, serving underserved communities
Ability to break down and explain data trends
Ability to hold focus groups around quality trends
Able to coach effectively on quality observations to staff
Benefits
Competitive compensation, generous PTO, holidays
Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
CalPERS retirement program and optional 403(b) and 457 Retirement plans
Tuition reimbursement
Public Service Loan Forgiveness certified employer
Company
Foundation for California Community Colleges
Foundation for California Community Colleges is built to benefit and enhance the missions of the California Community College system.
Founded in 1998
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$7.7MKey Investors
California Jobs FirstThe California EndowmentLumina Foundation
2025-08-28Grant· $3M
2022-06-13Grant· $3.7M
2022-01-18Grant· $1M
Leadership Team
Keetha Mills
President and Chief Executive Officer
Scott Travasos
Chief Financial Officer
Recent News
The Business Journal
2025-08-30
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