Role Overview:

We are seeking a Spanish Bilingual QA Specialist to monitor and evaluate customer interactions for accuracy and adherence to quality standards. You will drive quality initiatives, provide feedback and coaching, and implement quality frameworks for a bilingual account.


Key Responsibilities:


Monitor and evaluate quality of customer interactions across voice, email, and chat channels in both Spanish and English.


Document quality issues and performance measures for management review.


Provide feedback, coaching, and formal education to improve individual and team performance.


Ensure adherence to quality standards, policies, and processes.


Analyze quality data to identify trends and improvement opportunities.


Maintain quality documentation and reports.


Qualifications:


College Graduate or completed at least two years of college education – with no back subjects – required.


Minimum of one year of solid QA experience in a BPO setting – required.


Open to non-native Spanish speakers only – required.


Proficient in both English and Spanish languages.


Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).


Knowledge of quality assurance terminology, methods, and tools.


Analytical, problem-solving, and decision-making skills.


Demonstrated knowledge of testing best practices, version control, and defect management.


In-depth understanding of industry standards and company policies.


Meticulous and diligent with strong attention to detail.