Quality Analyst – BPO/Call Center

About the role

The Quality Analyst will design and execute end‑to‑end test plans to ensure call center solutions meet functional, performance, and reliability standards. You will work closely with agents, team leads, and stakeholders to drive continuous quality improvement.

Key responsibilities

• Audit calls, interactions, and transactions for assigned agents.
• Coach agents and report performance metrics daily, weekly, and monthly.
• Identify, isolate, and report defects; verify fixes.
• Participate in strategic projects and drive quality initiatives, contests, and campaigns.
• Suggest process and system improvements based on customer feedback.

Required profile

• Bilingual in English and Spanish (minimum B2 English proficiency).
• At least 1 year of experience as a Quality Analyst (preferred) and a minimum of 2 years of college education.
• Strong problem‑solving, logical thinking, and conflict‑management abilities.

Required skills

• Basic Excel or Google Sheets proficiency.
• Familiarity with basic quality tools such as cause‑and‑effect diagrams, histograms, and correlation analysis.

What we offer

• Competitive industry salaries.
• Comprehensive benefits package.
• People‑First culture with dedicated Total Rewards, Wellness, HR, and Diversity departments.
• Opportunities for internal mobility and professional growth at all career stages.