Quality Analyst, Trust & Safety

IntouchCX; Bogotá ciudad; On-site; COP 44,640,000 - 78,120,000; Full time

Job summary

IntouchCX is seeking a Quality Analyst in Trust & Safety to monitor moderator accuracy, evaluate transactional decisions, and identify trends. You will conduct audits across text, image, and video streams and ensure alignment with client SLA targets.

You will lead calibration sessions with Operations, Training, and client reps, generate performance reports using Advanced Excel and dashboards in PowerBI or Tableau, and pass a background check.

Qualifications

• 2–5+ years of total experience in BPO Quality Assurance / Transactional Quality Auditing.
• Domain experience preferred.
• Fluency in Spanish and English.
• Diplomatic communication and cross-functional alignment skills.

Responsibilities

• Conduct regular transactional quality audits on moderated content streams (text, image, video).
• Analyze error patterns, track SLA compliance, and perform root cause analyses 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

Analytical skills

Quantitative skills

Problem solving

Education

Six Sigma Green Belt certification

Tools

Advanced Excel

PowerBI

Tableau

Job description

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.