Bilingual QA Analyst – Call Center

About the role

The Bilingual QA Analyst will evaluate the performance of ViaPlus call‑center agents in both English and Spanish. You will monitor inbound and outbound interactions, assess email communications, and ensure compliance with company policies while driving continuous improvement.

Key responsibilities

• Listen to and review English and Spanish customer calls and emails to measure service quality.
• Identify performance gaps and recommend corrective actions.
• Assist in drafting and updating quality assurance policies and procedures.
• Investigate customer complaints and support issue resolution.
• Participate in QA calibration sessions with operations teams.
• Provide timely feedback to supervisors, managers, and leadership.
• Design monitoring processes, scorecards, and compile performance data.
• Prepare internal and external quality reports for management review.

Required profile

• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication; bilingual preferred.
• Meticulous attention to detail and strong organizational skills.
• Ability to work independently and meet deadlines.
• Experience performing quality audits and familiarity with QA standards.
• Knowledge of Quality Management Systems and data analysis.

Required skills

• Microsoft Excel
• Microsoft Word
• Quality Management Systems