Trilingual Quality Analyst (Portuguese, English, Spanish)

About the role

We are looking for a trilingual Quality Analyst who will design and execute end‑to‑end test plans to ensure that our solutions meet functional, performance, reliability and compatibility standards. The role supports agents and team leads across Portuguese, English and Spanish speaking markets.

Key responsibilities

• Audit calls, interactions and transactions for aligned agents.
• Coach agents to improve performance and report daily/weekly/monthly metrics.
• Provide audit‑based inputs for briefings and training needs.
• Partner with team leads in meetings to drive metric improvement.
• Participate in strategic projects for the campaign or line of business.
• Identify, isolate and report defects; verify fixes.
• Suggest process and system improvements based on common customer concerns.
• Drive quality initiatives, contests and campaigns for the assigned span.
• Maintain subject‑matter expertise for the campaign/LOB and stay updated on knowledge.

Required profile

• Trilingual in Portuguese, English and Spanish.
• Minimum of 1 year experience as a Quality Analyst (preferred).
• Strong customer centricity and ability to give constructive feedback.
• Excellent written and verbal communication skills.
• Logical thinking, attention to detail and conflict‑management ability.
• Self‑starter with initiative, good judgment and ability to work with minimal supervision.
• Versatile, able to manage multiple projects and work with diverse teams.
• Continuous‑improvement mindset.

Required skills

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