Bilingual Quality Specialist - Remote Oversight (EN/ES)

Oportun; México; Presencial; PHP 1.285.000 - 1.763.000; Jornada completa

Descripción de la vacante

Oportun is seeking a bilingual Specialist, Quality to join our Originations Oversight team in Mexico. The role focuses on quality and oversight across Retail and PAS, monitoring customer interactions, validating findings, and translating observations into actionable insights for business partners.

It requires fluency in English and Spanish and experience in quality monitoring or related environments. The Specialist will use Cresta for technology-enabled monitoring, perform manual validation, and

Formación

• Fluency in English and Spanish (written and spoken).
• Experience in quality monitoring, operations, or related environments.
• Strong written communication and time management skills.

Responsabilidades

• Monitor Retail and PAS interactions using Cresta-enabled scoring, manual validation, live interaction reviews, and established monitoring programs.
• Validate technology-generated findings to support accurate and consistent quality monitoring.
• Review behavioral exceptions and interaction patterns to identify potential customer, operational, or regulatory concerns.
• Document findings clearly and consistently and identify recurring trends or areas requiring additional attention.
• Analyze monitoring results and provide concise insights and recommendations to business partners.
• Prepare recurring reports and updates summarizing key findings, trends, and outcomes.
• Support agent-level reviews and partner with appropriate teams on coaching or reinforcement opportunities.
• Participate in calibration sessions to support consistent interpretation and application of quality standards.
• Support testing, new initiatives, and Originations product or program launches as needed.
• Communicate findings professionally in English and Spanish and escalate where appropriate.
• Build effective partnerships with Retail, PAS, training, coaching, and other internal stakeholders.
• Contribute to continuous improvement efforts across quality and oversight processes.

Conocimientos

Bilingual English/Spanish

Quality monitoring

Risk oversight

Communication skills

Herramientas

Cresta

Descripción del empleo

Oportun is seeking a bilingual Specialist, Quality to join our Originations Oversight team in Mexico. The role focuses on quality and oversight across Retail and PAS, monitoring customer interactions, validating findings, and translating observations into actionable insights for business partners.

It requires fluency in English and Spanish and experience in quality monitoring or related environments. The Specialist will use Cresta for technology-enabled monitoring, perform manual validation, and