Trust & Safety Quality Analyst - Bilingual, Six Sigma

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

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.