Quality Assurance Specialist, Spanish Bilingual

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Perform regular quality assessments of customer interactions (calls, emails, chats)

• Evaluate interactions utilizing established QA scorecards and standard operating procedures (SOPs)

• Ensure adherence to internal protocols and regulatory standards

• Detect significant errors, knowledge deficiencies, and behavioral patterns

• Provide concise, actionable, and prioritized feedback to supervisors

• Collaborate with supervisors to ensure feedback is comprehended and effectively coached

• Recognize recurring problems and systemic issues affecting customer experience

• Keep precise QA documentation and audit records

⛳️ Requirements

• Over 2 years of experience in Quality Assurance, Customer Experience, or related fields

• Strong grasp of customer service best practices

• Experience in auditing customer interactions across various channels

• Capability to interpret SOPs and apply them consistently

• Outstanding written and verbal communication abilities in both English and Spanish

• Keen attention to detail and strong critical thinking skills

🏝️ Benefits

• Unlimited PTO

• Medical coverage

• Dental coverage

• Vision coverage

• Paid parental leave

• Retirement plans