Bilingual Quality Assurance Analyst (English & Spanish)

We're looking for a Bilingual Quality Assurance Analyst (English & Spanish) to ensure that all calls meet quality and compliance standards while supporting agent development. The role requires fluency in Spanish and English to evaluate interactions across both languages and maintain alignment with client policies and procedures.

Requirements

• 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
• 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