Bilingual Quality Assurance Analyst (English & Spanish)

The role

The Quality Assurance Analyst ensures calls meet quality and compliance standards. This role involves evaluating interactions in English and Spanish to support agent development.

What you will do

• Monitor and evaluate agent calls daily in both English and Spanish.
• Meet departmental and client evaluation goals.
• Communicate effectively with the QA team to maintain consistent processes.
• Provide coaching and feedback to agents based on monitored calls.
• Track and document evaluations, scores, and trends.
• Use company software to locate and review call recordings.
• Attend training sessions, meetings, and calibrations as needed.
• Report daily production, scores, and trends.
• Build strong relationships with account managers, supervisors, and team leads.
• Complete audits and quality-related projects as assigned.

Required qualifications

• Fluency in Spanish and English (written and spoken).
• Established experience in Quality Assurance and contact center environment.
• Strong communication skills and attention to detail.
• Ability to work in a fast-paced environment and meet performance goals.
• Tech-savvy with intermediate computer skills.
• Strong time management and organizational skills.

Nice to have

• One (1) year experience in contact center Sales
• Advanced Excel and intermediate PowerPoint skills.
• Familiarity with speech analytics software.
• Reporting and presentation skills.

Before you apply

• Interviews will take place after resumes have been screened for the minimum requirements.
• The use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise.

About the company

Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for leading brands. The company is headquartered in Silicon Beach.