Bilingual Quality Assurance Analyst (English & Spanish)

Purpose:
The Quality Assurance Analyst ensures that all calls meet quality and compliance standards while supporting agent development. This role requires fluency in Spanish and English to evaluate interactions across both languages and maintain alignment with client policies and procedures.

Key Responsibilities:

• Monitor and evaluate agent calls daily in both English and Spanish.
• Meet departmental and client evaluation goals.
• Communicate effectively with the QA team to maintain consistent processes.
• Provide coaching and feedback to agents based on monitored calls.
• Track and document evaluations, scores, and trends.
• Use company software to locate and review call recordings.
• Attend training sessions, meetings, and calibrations as needed.
• Report daily production, scores, and trends.
• Build strong relationships with account managers, supervisors, and team leads.
• Complete audits and quality-related projects as assigned.
• Ensure timely completion of high-level evaluations.
• Maintain punctuality and reliability.

Required Skills & Qualifications:

• Fluency in Spanish and English (written and spoken).
• Established experience in Quality Assurance and contact center environment.
• Strong communication skills and attention to detail.
• Ability to work in a fast-paced environment and meet performance goals.
• Tech-savvy with intermediate computer skills.
• Strong time management and organizational skills.

Preferred Skills :

• One (1) year experience in contact center Sales
• Advanced Excel and intermediate PowerPoint skills.
• Familiarity with speech analytics software.
• Reporting and presentation skills.