Spanish Bilingual - Quality Assurance Associate

About the role

The Quality Assurance Associate will evaluate recorded agent interactions to ensure compliance with client standards and improve overall service quality. This bilingual position requires fluency in English and Spanish and focuses on monitoring calls, chats, and related documentation.

Key responsibilities

• Listen to recorded agent calls and assess adherence to the client’s rubric.
• Measure team-wide adherence to client processes and calibration standards.
• Review case notes to confirm proper protocol was followed during calls and chats.
• Identify calls for leadership review and scoring.
• Maintain process knowledge by handling frontline phone calls.
• Identify trends in low‑scoring interactions and report findings.
• Distribute weekly, monthly, and yearly quality metrics reports to leadership.
• Support leadership in preparing weekly business review decks.
• Test incoming and outgoing contact scripts for quality conformance and recommend improvements.
• Provide written scorecards to associates and leadership.
• Contribute to quality assurance standards and processes for all contact scripts.
• Analyze product complaints, ensuring closure aligns with guidelines and regulatory requirements.
• Maintain and analyze problem logs to identify recurring issues.
• Assist with testing software, systems, and workflows for errors before and during deployment.
• Create reports documenting workarounds or resolutions for software or hardware fixes.
• Offer recommendations to improve existing products based on client and customer input.

Required profile

• Bilingual proficiency in English and Spanish.
• College graduate or at least two years of college education.
• Minimum of one year of experience in a similar quality assurance role.
• Strong analytical, problem‑solving, and decision‑making abilities.
• Excellent attention to detail and meticulous work habits.
• Ability to work independently with minimal supervision.
• Physical ability to sit, stand, and walk for extended periods.

Required skills

• Google Suite (Sheets, Slides, Docs, Drive).