Bilingual Quality Analyst (EN–ES) – Remote/Hybrid

Goldlink Customer Solutions; Sur; Hybrid; COP 15,000,000 - 19,000,000; Full time

Job summary

Goldlink Customer Solutions is seeking a bilingual (English–Spanish) Quality Analyst to protect the quality of every customer interaction. If you believe every second of a call matters, this role is for you.

You will monitor, score and coach on voice, chat and email using the 84-Point Quality Rubric, handling 300 interactions daily, and participating in calibrations and daily reporting. The schedule is 42 hours/week over six days with rotating day and overnight shifts under Colombian labor law.

Qualifications

• Advanced English and Spanish (C1) spoken and written.
• At least 1 year in quality assurance, monitoring or coaching in a contact center.
• Active listening: maintain focus through long shifts at 1.75x–2x playback speed.
• Analytical rigor: consistent scoring with no subjectivity.
• Resilience: tolerate repetition and handling upset customers.
• Own headset and computer with wired internet for remote/hybrid schemes.

Responsibilities

• Monitor and score 300 interactions per day across voice, chat and email using the 84-Point Quality Rubric.
• Provide feedback to each agent within the same shift, within two minutes.
• Participate in weekly calibration sessions to align scores with the supervisor.
• Submit the daily quality report before 6:00 a.m. covering the previous day’s 300 evaluations.
• Flag agents for improvement plans; review for scores below 90% at calibration.
• Disputes: the rubric dictates scores; agents may not dispute them.

Skills

Bilingual English–Spanish

Active listening

Analytical rigor

Resilience

Quality assurance

Tools

Headset

Computer

Wired internet

Job description

Goldlink Customer Solutions is seeking a bilingual (English–Spanish) Quality Analyst to protect the quality of every customer interaction. If you believe every second of a call matters, this role is for you.

You will monitor, score and coach on voice, chat and email using the 84-Point Quality Rubric, handling 300 interactions daily, and participating in calibrations and daily reporting. The schedule is 42 hours/week over six days with rotating day and overnight shifts under Colombian labor law.