Analista de calidad

Bilingual Quality Analyst (QA) – Call Center
Location: (City / Remote / Hybrid) Schedule: Full-Time Industry: Customer Service / Call Center
About the Role
We are looking for a detail-oriented and results-driven Bilingual Quality Analyst (QA) to join our growing team. The ideal candidate will be responsible for monitoring customer interactions, identifying improvement opportunities, providing coaching and feedback, and ensuring compliance with quality standards and operational procedures.
If you are passionate about customer experience, data analysis, and continuous improvement, we would love to hear from you.
Key Responsibilities
* Monitor and evaluate customer interactions (calls, chats, and emails) based on quality standards. * Conduct quality audits and provide constructive feedback to agents and supervisors. * Perform calibration sessions to ensure evaluation consistency. * Identify performance trends and areas of opportunity. * Generate quality reports and KPI a...