Bilingual Quality Assurance Analyst (English & Spanish)

Job description

Hi, We're Centerfield! Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com http://Business.com and BroadbandNow.com http://BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles. Purpose: The Quality Assurance Analyst ensures that all calls meet quality and compliance standards while supporting agent development. This role requires fluency in Spanish and English to evaluate interactions across both languages and maintain alignment with client policies and procedures. Key Responsibilities - Monitor and evaluate agent calls daily in both English and Spanish. - Meet departmental and client evaluation goals. - Communicate effectively with the QA team to maintain consistent processes. - Provide coaching and feedback to agents based on monitored calls. - Track and document evaluations, scores, and trends. - Use company software to locate and review call recordings. - Attend training sessions, meetings, and calibrations as needed. - Report daily production, scores, and trends. - Build strong relationships with account managers, supervisors, and team leads. - Complete audits and quality-related projects as assigned. - Ensure timely completion of high-level evaluations. - Maintain punctuality and reliability. Required Skills & Qualifications - Fluency in Spanish and English (written and spoken). - Established experience in Quality Assurance and contact center environment. - Strong communication skills and attention to detail. - Ability to work in a fast-paced environment and meet performance goals. - Tech-savvy with intermediate computer skills. - Strong time management and organizational skills. Preferred Skills - One (1) year experience in contact center Sales - Advanced Excel and intermediate PowerPoint skills. - Familiarity with speech analytics software. - Reporting and presentation skills. AI & Interview Policy At Centerfield, we use AI tools internally to support efficiency and fairness in our hiring process, including resume screening and administrative tasks. Candidates are welcome to use AI tools ethically to prepare for interviews, such as practicing responses or researching questions. However, all responses during the interview process should reflect your own knowledge, experience, and judgment. The use of AI tools to generate responses during live interviews, technical assessments, or written submissions is not permitted unless explicitly stated otherwise. To learn more, visit us Here https://www.centerfield.com/about/. Interviews will take place after resumes have been screened for the minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. For more information about our collection, use, and disclosure of your personal information in connection with our evaluating your candidacy, please visit our Privacy Policy at https://www.centerfield.com/privacy-policy/. Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.