Careers at The Northridge Group

Customer Contact Quality Monitoring Assessor – Bilingual Spanish/English

Role Overview

The Northridge Quality Monitoring practice develops, validates, and conducts quality monitoring programs for clients across government, healthcare, and enterprise organizations. Quality Monitoring Assessors evaluate customer interactions across multiple channels, including calls, web, and chat.

Assessors objectively evaluate customer service and sales behaviors demonstrated by customer contact center representatives across a representative monthly sample. This work supports consistent performance measurement and provides actionable insights for improving customer experience and operational effectiveness.

Northridge provides Assessors with structured training in behavioral assessment and client-specific guidelines. Assessors apply these guidelines to identify key behaviors and opportunities for business process improvement.

This is a part-time, fully remote position with flexible weekly hours based on business needs. Candidates must be able to work effectively in a remote environment and be accessible during standard business hours.

Northridge monitors interactions in multiple languages and is currently seeking candidates fluent in both English and Spanish.

Compensation: $16 per hour, commensurate with experience

Key Responsibilities

• Evaluate customer interactions in alignment with client quality programs across contact channels (call, web, and chat)

• Objectively assess customer service and sales behaviors demonstrated by contact center representatives using standardized criteria

• Select appropriate interactions and interaction lengths based on client requirements and guidance from the Program Specialist

• Apply client-specific quality monitoring guidelines to identify behaviors and business insights

• Provide balanced, objective evaluations of customer interactions

• Capture and document insights and recommendations that support improvements in customer experience and performance

• Log monthly availability and accurately record daily hours worked in the time tracking system

• Adhere to weekly schedules provided by management, based on availability submitted by the assessor

• Demonstrate flexibility and professionalism in response to changing business needs

• Maintain required productivity and quality standards

• Prepare recommendations and insights in a format suitable for client-facing presentations

Performance Metrics

Performance in this role is measured by:

• Production rate (target of 90 percent or higher)

• Quality rating (target of 90 percent or higher)

• Quality business insights submitted monthly

• Balanced monitoring scores

• Adherence to scheduled work hours and availability commitments

Qualifications and Experience

• Bachelor’s degree, or progress toward a degree, strongly preferred

• Client service or call center experience required

• Prior quality monitoring experience in a call center environment preferred

• Strong ability to navigate multiple technologies, including client systems and internal tools

• Ability to work independently and collaboratively as part of a team

• Openness to performance feedback and continuous improvement

• Strong analytical skills with the ability to evaluate behaviors using standardized criteria and clearly justify ratings

• Strong verbal and written communication skills

• Proficiency with Microsoft Word, Excel, and Teams

• Fluency in both Spanish and English required (must pass a language assessment administered by Alta)

How to Apply

If your experience and interests align with The Northridge Group, we encourage you to apply online. To complete the form fill and attach your resume, please click here.

Equal Opportunity Employer

The Northridge Group is an equal opportunity employer. All employment-related decisions are made without regard to race, color, national origin, religion, creed, disability, marital status, sexual orientation, citizenship status, veteran status, age, gender, or any other characteristic protected by applicable federal, state, or local law. Northridge values diversity and believes it enhances overall business performance.