Bilingual Quality Assurance & Customer Success Trainer

Bilingual Quality Assurance & Customer Success Trainer

If you are a dedicated, compassionate, and bilingual (English/Spanish) individual eager to make a meaningful contribution to patient care, we encourage you to apply for the Bilingual Quality Assurance & Customer Success Trainer role in our thriving call center. Join our team and help improve healthcare experiences for all of our patients!

Gifthealth is on a mission to simplify and democratize the pharmacy experience for patients and providers nationwide. In less than a year, we've already helped thousands of patients and are rapidly expanding on a national level. We believe that health should be prioritized, not privileged —and we're committed to making healthcare access easier for everyone. Come join us at Gifthealth!

About the Role:

We're looking for a bilingual (English/Spanish), dedicated, and experienced Quality Assurance & Customer Success Trainer to join our team. In this role, you will play a critical part in elevating our customer experience by developing and delivering training programs, monitoring performance, and ensuring our team meets the highest standards of service. You'll collaborate with leadership, QA analysts, and customer success agents to create a culture of excellence, consistency, and continuous improvement.

Key Responsibilities:

• Develop, implement, and lead comprehensive training programs for both new hires and tenured agents.
• Monitor and evaluate bilingual agent interactions to ensure quality standards are met across both languages.
• Provide regular, constructive feedback and coaching to agents based on QA evaluations.
• Create and maintain training materials, manuals, and standard operating procedures (SOPs).
• Collaborate with team leads and managers to identify training needs and performance gaps, including language-specific challenges.
• Track training effectiveness and apply data-driven improvements.
• Support onboarding and continuing education for Customer Success team members.
• Stay up to date with product updates, system changes, and bilingual customer success best practices.

Qualifications:

• 4–5+ years of experience in a call center environment, with a focus on quality assurance and/or training.
• Fluent in both spoken and written English and Spanish.
• Strong understanding of customer service principles and call center operations.
• Proven experience developing and delivering content, both in group and individual settings.
• Excellent communication, coaching, and presentation skills.
• Proficient in QA and CRM tools (Zendesk or similar platforms preferred).
• Detail-oriented with a passion for process improvement and agent performance development.
• Positive, proactive attitude and team-player mentality.

Preferred Qualifications:

• Experience in customer success or tech support environments.
• Familiarity with learning management systems and QA scorecards.
• College degree preferred.

Our Offer:

• A highly rewarding role supporting real-world challenges for patients relying on accessible, affordable medications.
• Generous vacation package.
• Comprehensive healthcare benefits.
• Competitive compensation ranging from $25.00 to $27.00 per hour, based on experience and performance.
• Option for hybrid work is available for full-time employees after meeting specific performance metrics.