Bilingual QA Analyst (Spanish)

We’re a quality assurance team out on a mission to drive the best experiences for our customers and professionals. Our mandate is to drive a consistent, scalable experience, and accelerate business performance through quality assurance and transaction monitoring.

About the Role:

As a part of the Quality team, you will have the opportunity to make an impact on improving the performance of our operations teams. As a QA Analyst, you will be in charge of ensuring our reps provide the best experience in their conversations with our pros. Your primary mandate as QA Analyst is to review calls and other interaction channels to identify trends, insights, and behaviors, and ensure they meet our standards. Calls/transactions to be evaluated may be in English or Spanish.

Responsibilities:

• Audit the required number of contact interactions as assigned.
• Maintain a record of audits and evaluations that were done.
• Publish reports on collated audits and evaluations containing key insights that will help operations stakeholders improve overall program performance and service delivery, and inform training/enablement loops.
• Attend or facilitate calibration sessions and quality meetings.
• Lead or take part in quality and process improvement related ad-hoc projects and analysis.

What you’ll need:

If you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we’re looking for someone excited to join the team.

• Ability to read, write and speak Spanish at a conversational level.
• At least 3 years of experience in contact center as a Spanish-speaking QA Analyst, Team leader, or SME.
• Excellent aptitude for research, navigation, and investigation.
• Able to publish reports using quality and analytics tools.
• Proficient in the use of Google Forms, Sheets, Docs, and Slides.
• Willingness to be in an early morning schedule (default schedule is 6am-3pm Philippines Standard Time).

Bonus points if you have:

• Lean, Six Sigma, or other process improvement and quality body of knowledge is an advantage but not required.
• Experience with QMS and CMS platforms such as Five9, Gong, and Salesforce.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.*