Quality Assurance Specialist (Spanish Bilingual)

Role Responsibilities:

• Conduct regular quality audits of customer interactions (calls, emails, chats) and score them using established QA scorecards.
• Identify critical errors, knowledge gaps, and behavioral trends, then deliver prioritized feedback to supervisors.
• Participate in calibration sessions to maintain scoring consistency and support re-score requests with evidence-based reviews.

Continuous Improvement:

• Identify recurring issues and systemic gaps impacting customer experience, providing insights for training and SOP updates.
• Contribute ideas that improve agent workflows, efficiency, and quality outcomes.
• Maintain accurate QA documentation and audit records for transparency and accountability.

Partnership & Culture:

• Act as a collaborative partner to Operations, Training, and Leadership, reinforcing a culture of accountability and growth.
• Advocate for the customer while supporting agent development with professionalism and empathy.
• Support leadership with insights into team health and readiness through data-driven reporting.