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DESCRIPTION
The Spanish Bilingual QA Trainer is responsible for ensuring the highest standards of service and linguistic accuracy across all customer interactions. This role focuses on auditing Spanish and English calls, identifying performance gaps, and providing high-impact coaching to agents.
RESPONSIBILITIES
● Perform regular audits on Spanish and English interactions to ensure adherence tocompliance, linguistic nuances, and client-specific quality standards.
● Performance Coaching: Conduct one-on-one coaching sessions to provide actionable feedback, helping agents improve soft skills, technical accuracy, and cultural empathy.
● Lead and participate in weekly internal and client calibration sessions to ensure scoring consistency across the program.
● Analyze quality trends to recommend script adjustments, workflow improvements, or process changes that enhance the customer experience.
● Facilitate refresher sessions or huddles for agents struggling with specific metrics or new program updates.
● Conduct new hire training classes and provide refresher training on new, revised, or client- mandated programs in support of business and operational needs as deemed necessary.
QUALIFICATIONS
● Must speak and write fluently in both Spanish and English.
● Experience: At least 1-2 years relative experience.
● Proven ability to deliver constructive feedback that motivates change and improves
performance metrics.
● Highly organized with the ability to manage audit quotas and coaching schedules with minimal
oversight.
● Proficient in CRM navigation, call recording software, and the Microsoft Office suite (Excel,
PowerPoint).
● Receptive to feedback and agile enough to modify coaching styles based on individual agent
needs.
