Spanish Bilingual QA Trainer

About the role

The Spanish Bilingual QA Trainer ensures high service standards and linguistic accuracy for customer interactions in both Spanish and English. The role audits calls, identifies performance gaps, and delivers targeted coaching to improve agent performance.

Key responsibilities

• Perform regular audits of Spanish and English calls to verify compliance, linguistic nuances, and client‑specific quality standards.
• Conduct one‑on‑one coaching sessions, providing actionable feedback to improve soft skills, technical accuracy, and cultural empathy.
• Lead and participate in weekly calibration sessions to maintain scoring consistency.
• Analyze quality trends and recommend script, workflow, or process adjustments.
• Facilitate refresher sessions or huddles for agents needing support on specific metrics or new updates.
• Deliver new‑hire training and ongoing refresher training on revised or client‑mandated programs.

Required profile

• Fluent speaking and writing in both Spanish and English.
• At least 1‑2 years of relevant experience in quality assurance or training.
• Proven ability to give constructive feedback that drives performance improvement.
• Highly organized with the capacity to manage audit quotas and coaching schedules independently.
• Receptive to feedback and adaptable coaching style.

Required skills

• CRM navigation
• Call recording software
• Microsoft Excel
• Microsoft PowerPoint