Quality Analyst (Bilingual English–Spanish)

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

Do you have an eye for detail and an ear for excellence? At Goldlink Customer Solutions we are looking for a bilingual (English–Spanish) Quality Analyst with immediate availability to protect the quality of every interaction our customers have with us. If you believe every second of a call matters, this role is for you!

Role summary

• Main role: Monitor, score and give feedback on customer interactions across voice, chat and email, applying the Goldlink 84-Point Quality Rubric to 300 interactions per day.
• Area: Operations and Quality Assurance. You report directly to floor supervision and work hand in hand with Workforce Management.

Requirements and candidate profile

• Languages: Advanced English and Spanish (C1, spoken and written).
• Experience: At least one year in quality assurance, monitoring or coaching in a contact center.
• Active listening: Ability to keep full attention through a whole shift of recorded calls, at 1.75x to 2x playback speed.
• Analytical rigor: Consistent scoring under pressure, with zero tolerance for subjectivity.
• Resilience: High tolerance for repetition and for listening to upset customers without pause.
• Technical tools: Own noise-cancelling headset and own computer with a wired internet connection (for remote/hybrid schemes).

Operational responsibilities

• Monitoring and scoring: Audit 300 interactions per day (voice, chat, email), applying all 84 criteria of the rubric to every interaction.
• Feedback: Deliver feedback to each agent within the same shift, in under two minutes, so the agent can go back to the line.
• Calibration: Take part in weekly calibration sessions, held on Saturdays, to align your scores with the supervisor's.
• Reporting: Submit the daily quality report before 6:00 a.m., covering the previous day's 300 evaluations.
• Coaching plans: Flag agents for improvement plans; any agent below 90% is reviewed at the next calibration.
• Disputes: Agents may not dispute their scores. The rubric speaks for itself.

Time limits

• A maximum of 84 seconds per evaluation, one per criterion, including listening, scoring and notes.
• One 15-minute break per shift, scheduled by Workforce Management. Audits pause during the break; the queue of recordings does not.

Schedule and contract

• Schedule: 42 hours per week, the legal maximum, over six days.
• Days off: One per week, variable and rotating from week to week.
• Shifts: Mandatory rotation every two weeks between day and overnight shifts, because quality never sleeps.
• Pay: Formal position under Colombian labor law, with the minimum legal wage and the statutory deductions (health and pension).

Performance metrics (KPIs)

• Evaluations per day: 300.
• Rubric coverage: 100% of the 84 criteria applied to every interaction.
• Average evaluation time: 84 seconds or less.
• Calibration agreement: At least 95% match with the supervisor's score, including calls the supervisor scored without listening.
• Analyst quality score: 100%. Your evaluations are also evaluated, with the same rubric.