Quality Analyst – Bilingual English/Spanish

About the role

The Quality Analyst will design and execute end‑to‑end test plans, audit interactions, and ensure service quality for our clients. This role focuses on performance, reliability and compliance across call‑center operations, supporting agents and team leads.

Key responsibilities

• Audit calls, interactions and transactions for assigned agents.
• Coach agents to improve performance and report daily, weekly and monthly metrics.
• Provide inputs for briefings and identify training needs.
• Partner with team leads in meetings to drive metric improvement.
• Participate in strategic projects and identify potential quality issues.
• Isolate, report and verify defects, suggesting process improvements.
• Lead quality initiatives, contests and campaigns.
• Maintain subject‑matter expertise for the campaign/LOB.

Required profile

• Bilingual in English and Spanish (minimum B2 English proficiency).
• At least two years of college education (BS or BA preferred).
• Minimum one year of experience in a quality or QA role.

Required skills

• Quality Assurance and audit techniques.
• Strong analytical and reporting abilities.
• Fluent English and Spanish communication.

What we offer

• Competitive industry salary and comprehensive benefits.
• People‑First culture with focus on wellness, diversity and internal mobility.
• Opportunities for professional growth across global locations.