Quality Analyst (Bilingual English-Spanish)

About the role

Goldlink Customer Solutions is looking for a bilingual (English-Spanish) Quality Analyst with immediate availability to protect the quality of every customer interaction. The role sits in Operations and Quality Assurance, reports directly to floor supervision and works closely with Workforce Management. You will monitor, score and give feedback on voice, chat and email interactions, applying the Goldlink 84-Point Quality Rubric to 300 interactions per day.

Key responsibilities

• Audit 300 interactions per day (voice, chat, email), applying all 84 criteria of the rubric to each one.
• Deliver feedback to each agent within the same shift, in under two minutes.
• Take part in weekly calibration sessions on Saturdays to align scores with the supervisor.
• Submit the daily quality report before 6:00 a.m., covering the previous day's 300 evaluations.
• Flag agents for improvement plans; anyone below 90% is reviewed at the next calibration.
• Agents cannot dispute their scores.

Required profile

• Advanced English and Spanish (C1, spoken and written).
• At least one year of experience in quality assurance, monitoring or coaching in a contact center.
• Ability to listen to a whole shift of recorded calls at 1.75x to 2x playback speed.
• Analytical rigor and resilience: consistent scoring under pressure, high tolerance for repetition and for listening to upset customers.

Required skills

• Own noise-cancelling headset and own computer with a wired internet connection (remote/hybrid schemes).
• Ability to score consistently within 84 seconds per evaluation, with 100% rubric coverage.

What we offer

• Schedule of 42 hours per week over six days, with one rotating day off per week.
• Mandatory rotation every two weeks between day and overnight shifts.
• One 15-minute break per shift, scheduled by Workforce Management.
• Formal position under Colombian labor law, with the minimum legal wage and statutory deductions.