Quality Assurance Specialist (Spanish Bilingual)

Remote - Philippines

Overview

The Quality Assurance (QA) Specialist plays a critical role in ensuring every customer interaction reflects Palmetto’s brand, values, and operational standards. This role is not about policing agents, it is about driving consistency, clarity, and continuous improvement across customer-facing teams.

Responsibilities

• Audit & Evaluation
  • Conduct regular quality audits of customer interactions (calls, emails, chats).
  • Score interactions using established QA scorecards and SOPs.
  • Ensure compliance with internal processes and regulatory requirements.
  • Identify critical errors, knowledge gaps, and behavioral trends.
• Feedback & Coaching Support
  • Deliver clear, actionable, and prioritized feedback to supervisors using structured QA tools.
  • Categorize findings by severit...