Temp Ready Reserve Quality Analyst - Bilingual Spanish

Overview

The Quality Analyst plays a critical role in maintaining exceptional customer service standards by evaluating customer interactions, identifying performance trends, and providing actionable coaching and feedback. This position partners closely with agents, Team Leaders, and Operations leadership to drive continuous improvement, enhance the customer experience, and ensure compliance with client and program requirements.

This position is eligible for remote work.

Due to the quick turnaround for this need, this posting will close on Thursday 7/23/26 at 7PM EST/6PM CST.

Candidate must be BILINGUAL in English and SPANISH.

Qualifications

• High School Diploma or GED equivalent.
• U.S. Citizenship required.
• Bilingual in English and Spanish
• Ability to obtain and maintain required federal clearance.
• Must be eligible for internal transfer and not currently on any corrective action.
• Previous call center, customer service, quality assurance, training, or coaching experience preferred.
• Proficient in Microsoft Office applications, including Excel and Word.
• Experience working with call center systems, quality monitoring tools, and performance metrics.

Knowledge, Skills & Abilities

• Strong customer service mindset with a passion for helping others succeed.
• Excellent verbal and written communication skills.
• Effective coaching, mentoring, and employee development abilities.
• Strong analytical and investigative skills with the ability to identify root causes and recommend solutions.
• Ability to ask probing questions and evaluate customer interactions objectively.
• Detail-oriented with strong organizational and time management skills.
• Ability to handle sensitive situations professionally and maintain confidentiality.
• Strong problem-solving and decision-making capabilities.
• Ability to gather, analyze, and interpret data to make informed recommendations.
• Collaborative team player who can build positive relationships across departments.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Professional, empathetic, and customer-focused approach.

• Ability to remain seated for extended periods.
• Ability to use a computer and headset for prolonged periods.
• Frequent listening, speaking, and reviewing customer interactions.
• Ability to view and analyze data on a computer screen for extended periods.

Success in this role means helping agents improve performance, ensuring compliance with program requirements, and driving a consistently outstanding customer experience.

Responsibilities

• Evaluate customer interactions using established quality standards and scoring methodologies.
• Monitor calls, chats, and other customer contacts to ensure compliance with client requirements, policies, and procedures.
• Identify performance trends, improvement opportunities, and best practices through quality reviews.
• Deliver constructive coaching and feedback to agents to improve performance, customer satisfaction, and service delivery.
• Collaborate with Team Leaders and Operations management to develop targeted coaching and performance improvement plans.
• Provide timely responses to quality-related inquiries, concerns, and recommendations.
• Analyze quality data and prepare reports that highlight agent performance, quality trends, and operational insights.
• Maintain accurate quality documentation and records.
• Support calibration sessions to ensure scoring consistency and quality standards are applied fairly.
• Assist with special projects, audits, and additional duties as assigned.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.