Bilingual QA Analyst – English & Spanish

About the role

Centerfield is seeking a Bilingual Quality Assurance Analyst to ensure that all customer interactions meet the highest quality and compliance standards. The role requires fluency in both English and Spanish to evaluate calls, provide feedback, and support agent development across multiple brands.

Key responsibilities

• Monitor and evaluate agent calls daily in English and Spanish.
• Achieve departmental and client evaluation targets.
• Collaborate with the QA team to maintain consistent processes.
• Provide coaching and feedback to agents based on call reviews.
• Track, document, and analyze evaluation scores and trends.
• Use company software and speech‑analytics tools to locate and review recordings.
• Attend training sessions, meetings, and calibration calls as required.
• Report daily production metrics, scores, and trends.
• Build strong relationships with account managers, supervisors, and team leads.
• Complete audits and quality‑related projects on schedule.

Required profile

• Fluency in written and spoken Spanish and English.
• Proven experience in Quality Assurance within a contact‑center environment.
• Excellent communication, attention to detail, and organizational skills.
• Ability to thrive in a fast‑paced setting and meet performance goals.
• Tech‑savvy with intermediate computer proficiency.

Required skills

• Advanced Excel
• Intermediate PowerPoint
• Speech analytics software