Remote New

Phone Survey Operations Quality Associate - Bilingual (Spanish & English)

Forsta
United States
Nov 21, 2025
Company Description PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees. Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success. Our Mission: We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. Our Values: To put Human Experience at the heart of organizations so every person can be seen and understood. Energize the customer relationship:Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. Success starts with me:Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. Commit to learning:Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. Dare to innovate:We challenge the status quo with creativity and innovation as our true north. Better together:We check our egos at the door. We work together, so we win together. Job Description The Phone Survey Operations Quality Associate - Bilingual (Spanish & English) position will oversee and foster an environment of 100% quality within the Press Ganey / Forsta enterprise with delivery of survey products. This position will serve a critical role in ensuring quality of the organizational impacts of surveying with enterprise-wide collaboration to ensure production service excellence is being obtained. The Phone Survey Operations Quality Associate - Bilingual (Spanish & English) will be conducting quality audits and live silent monitoring in Spanish and English for the Call Centers, identifying recurring issues, sending communication on issues, and resolutions to ensure 100% accuracy of our service delivery. A key measure for this position will be meeting audit and monitoring quotas, and the continuous improvement of Survey Operations delivery. Duties and Responsibilities Perform accurate Quality Audits via two different platforms and use departmental standards while communicating their findings back to the Interviewer and Supervisory team at the Call Centers Attentively listening to live and recorded phone conversations during Phone survey administration Entering all quality data accurately into multiple spreadsheets and software Learn all Phone protocols and Best Practice rules and apply them accordingly Effectively and professionally communicate quality feedback found to the Phone Interviewer, Supervisor, and Phone Quality Management team Assist in creating Standard Work Instructions (SWI's) of their duties Assist in the mentoring and training of new hires Sharing ideas at Best Practice meetings for Call Center quality Be a resource for the Phone Centers to help with Phone Incident Management cases Utilization of Outlook templates and MS Word to communicate quality incidents and opportunities to improve Assisted in client requested audits and inquiries from the PG CAHPS & Regulated teams Work on special projects with leadership Other duties as assigned Qualifications Bilingual in Spanish and English is required Detail-oriented, team player, and ability to learn new skills and systems quickly Prior process documentation, quality improvement, or call center experience is a plus Knowledge of HIPAA privacy rules is a plus Comfortable use of MS Office Suites, which include Excel, Word, Outlook, Teams, and Power Point is required Prior experience using Salesforce, BP Express, Voxco, Noble, iCATI, and Harmony is a plus Ability to communicate professionally, effectively, factually, and thoroughly to teammates, upper management, and cross functional teams via video calls, emails, or MS Teams chats Use of demonstrated analytical skills to identify, research, and solve complex problems with a sense of urgency Access to stable internet connection and a private, quiet working environment Education: High school, or equivalent degree required. Special Working Conditions Overtime may be mandatory to accomplish departmental goals. Weekend work is a possibility during large volumes of work, and to maintain team goals. Don't meet every single requirement?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At PG Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Additional Information for US based jobs: Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. This position is 100% remote and the expected base hourly rate for this position is $17.79 p/h to $18.20 p/h. Offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary, we offer a competitive benefits package. All your information will be kept confidential according to EEO guidelines. Our privacy policy can be found here:https://www.pressganey.com/legal-privacy/