Quality Analyst, Trust & Safety

IntouchCX; Bogotá; On-site; COP 48,000,000 - 75,000,000; Full time

Job summary

IntouchCX is hiring a Quality Analyst, Trust & Safety, to monitor moderator accuracy and evaluate transactional decisions, ensuring alignment with client SLA targets.

You will perform audits across text, image, and video streams, analyze error patterns, and lead cross-functional calibration sessions while delivering dashboards using Power BI/Tableau.

Qualifications

• 2–5+ years total experience in BPO quality assurance/transactional quality auditing.
• Must pass a background check.
• Professional fluency in Spanish and English.
• Six Sigma Green Belt certification held.
• Domain experience preferred.
• Diplomatic communication to coach and align cross-functionally.

Responsibilities

• Conduct regular transactional audits on moderated text, image, and video content streams.
• Analyze error patterns, track SLA compliance, and perform RCA on defect spikes.
• Lead calibration sessions with Operations, Training, and client representatives to maintain scoring consistency.
• Generate actionable performance reports and business insights using Advanced Excel and visual analytics dashboards.

Skills

Quality assurance

Analytical thinking

Problem solving

Communication skills

Bilingual Spanish/English

Education

Six Sigma Green Belt certification

Tools

Power BI

Tableau

Excel

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The Quality Analyst, Trust & Safety, monitors individual moderator accuracy, evaluates transactional decisions, and identifies systemic operational error trends. By executing transactional quality audits, root cause analyses, and calibration sessions, this role maintains alignment between floor execution and client SLA targets.

As Quality Analyst, Trust & Safety, You Will…

• Conduct regular transactional audits on moderated text, image, and video content streams
• Analyze error patterns, track SLA compliance, and perform Root Cause Analysis (RCA) on defect spikes
• Lead calibration sessions with Operations, Training, and client representatives to maintain scoring consistency
• Generate actionable performance reports and business insights using Advanced Excel and visual analytics dashboards

As Quality Analyst, Trust & Safety, You …

• Must successfully pass a background check.
• Have 2–5+ Years of total experience in BPO Quality Assurance / Transactional Quality Auditing.
• Domain experience preferred.
• Six Sigma Green Belt certification.
• Professional fluency in Spanish and English.
• Strong analytical, quantitative, and problem-solving abilities.
• Technical proficiency in Advanced Excel and visual analytics platforms (PowerBI / Tableau).
• Deep understanding of transactional quality frameworks, statistical sampling, and calibration models.
• Diplomatic communication skills to deliver objective coaching and lead cross-functional alignment calls.
• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.