Bilingual Customer QA & Insights Analyst

Growe Talents group; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Growth Opportunities

Benefits Programs (gym, stomatology,心理

Job summary

Call Power, a leading international online gaming company, is seeking a QA focused professional to monitor customer support channels. You will document feedback, collaborate with the support team, and develop reports on QA metrics and agent performance.

Candidates should have strong English and Spanish skills, at least 1 year in QA or specialist roles, and the ability to derive actionable insights from data. A data-driven, process-improvement mindset is essential for success.

Qualifications

• 1 year or more in a quality assurance or specialist role in customer support.
• Strong ability to analyze data, identify trends and generate actionable insights.
• Experience creating reports and dashboards using Excel/Sheets/PowerPoint or similar tools.

Responsibilities

• Monitor customer support chats and emails to ensure policy compliance.
• Document and provide feedback according to QA standards.
• Collaborate with support teams to establish best practices and metrics.
• Create, compile, and present reports on quality metrics and trends.
• Identify improvement areas per observed conversations with action plans.
• Maintain knowledge of products, especially contact center performance requirements.
• Assist in design and improvements of monitoring processes.

Skills

English proficiency

Spanish language

Customer service

Data analysis

Reporting tools

Tools

Excel

Google Sheets

PowerPoint

Reporting software

Job description

Call Power, a leading international online gaming company, is seeking a QA focused professional to monitor customer support channels. You will document feedback, collaborate with the support team, and develop reports on QA metrics and agent performance.

Candidates should have strong English and Spanish skills, at least 1 year in QA or specialist roles, and the ability to derive actionable insights from data. A data-driven, process-improvement mindset is essential for success.