Quality Assurance Specialist - Spanish Bilingual
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AI Summary
Company Description
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.
Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.
Location
This position will be based remotely in the Philippines.
Reporting
This position will report to the Senior Manager, Customer Success.
Summary of Role
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.
QA Specialists evaluate customer interactions across multiple channels (calls, emails, chats), identify trends and opportunities, and partner closely with supervisors and leadership to improve agent performance, customer satisfaction, and operational outcomes.
QA protects both the customer experience and the business by ensuring accuracy, compliance, and accountability at every touchpoint.
Strategic & Tactical
- 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 severity (high, medium, low) to support timely action.
- Partner with supervisors to ensure feedback is understood and coached effectively.
- Support re-score requests with fair, evidence-based reviews.
- Continuous Improvement
- Identify recurring issues and systemic gaps impacting customer experience.
- Provide insights that inform training, SOP updates, and process improvements.
- Participate in calibration sessions to maintain scoring consistency.
- Contribute ideas that improve agent workflows, efficiency, and quality outcomes.
- Data & Reporting
- Maintain accurate QA documentation and audit records.
- Track trends in agent performance, common misses, and improvement areas.
- Support leadership with insights into team health and readiness.
- Ensure QA data is accessible, transparent, and actionable.
- Partnership & Culture
- Act as a collaborative partner to Operations, Training, and Leadership.
- Reinforce a culture of accountability, ownership, and growth.
- Advocate for the customer while supporting agent development.
- Model professionalism, fairness, and empathy in all QA interactions.
Qualifications
- 2+ years of experience in Quality Assurance, Customer Experience, or related roles
- Strong understanding of customer service best practices
- Experience auditing customer interactions across multiple channels
- Ability to interpret SOPs and apply them consistently
- Excellent written and verbal communication skills
- Strong attention to detail and critical thinking skills
- Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required)
- Preferred Qualifications
- Familiarity with QA scorecards, audit workflows, and calibration processes
- Experience working with CRM platforms (e.g., Salesforce)
- Data-driven mindset with the ability to translate findings into insights
- Comfort collaborating with cross-functional teams
Employment is contingent upon the successful completion of a background check.
Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy
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