Quality Assurance Specialist (Spanish Bilingual)

Palmetto

Remote regions

Philippines

Benefits

Unlimited PTO

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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.

Palmetto

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. Our employees are our most valuable resource, and we foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.

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