Quality Assurance Specialist (Spanish Bilingual)

About the role

The Quality Assurance Specialist ensures every customer interaction aligns with Palmetto’s brand, values, and operational standards. Working remotely from the Philippines, you will evaluate calls, emails, and chats to drive consistency, clarity, and continuous improvement across customer‑facing teams.

Key responsibilities

• Conduct regular quality audits of customer interactions using established QA scorecards and SOPs.
• Score interactions, identify critical errors, knowledge gaps, and behavioral trends.
• Ensure compliance with internal processes and regulatory requirements.
• Deliver clear, actionable feedback to supervisors, categorizing findings by severity.
• Partner with supervisors to coach agents effectively and support re‑score requests.
• Identify recurring issues and systemic gaps, providing insights for training, SOP updates, and process improvements.
• Participate in calibration sessions to maintain scoring consistency.
• Contribute ideas that improve overall customer experience.

Required profile

• Bilingual proficiency in Spanish and English.
• Experience evaluating customer interactions across multiple channels (calls, emails, chats).
• Strong understanding of QA methodologies, scorecards, and SOPs.
• Ability to analyze data, spot trends, and communicate findings to leadership.
• Comfort working remotely and collaborating with cross‑functional teams.

Required skills

What we offer

• Remote work from the Philippines.
• Opportunity to contribute to a leading clean‑tech company.
• Collaborative, purpose‑driven culture focused on impact and growth.