Contact Center Quality Specialist - Bilingual Spanish

Job Description

Quality Specialist-Contact Center

Job Description:

The Quality Specialist is responsible for monitoring, evaluating, and enhancing the performance of contact center agents supporting small store owners using the client's mobile application. This role ensures service excellence and process compliance by identifying areas for improvement, maintaining quality standards, and supporting training and coaching initiatives to elevate customer experience and operational efficiency.

Job Responsibilities:

• Conduct regular audits of calls, chats, and emails to ensure agents are following service standards, communication protocols, and effective issue resolution.
• Evaluate agent performance based on key performance indicators (KPIs) like accuracy, empathy, and compliance, and maintain detailed quality scorecards and feedback logs
• Develop and maintain quality assurance (QA) scorecards aligned with business objectives
• Analyze quality trends to pinpoint training needs and process gaps, and prepare weekly or monthly reports on quality metrics, sharing actionable insights with team leads and supervisors
• Provide constructive feedback to agents and assist in coaching sessions to address performance gaps.
• Help refine quality standards and QA processes as the client app evolves
• Recommend enhancements to scripts, workflows, and CRM usage based on your observations, and support initiatives to improve data accuracy, order handling, and app navigation support

Basic Qualifications:

• High School Diploma or GED Equivalent
• At least 2 years of experience relating to the job description

Preferred Qualifications:

• Excellent verbal and written communication skills in Spanish
• Prior experience in quality assurance or performance evaluation is highly desirable

• Familiarity with mobile apps, CRM systems, and order management processes

• Proficiency in CRM platforms and Microsoft Office Suite (Excel, Word, Outlook)
• Strong attention to detail, analytical thinking, and objectivity

• Empathy, patience, and a coaching mindset

• Ability to work independently and collaboratively in a fast-paced environment

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

Quality Specialist-Contact Center

Job Description:

The Quality Specialist is responsible for monitoring, evaluating, and enhancing the performance of contact center agents supporting small store owners using the client's mobile application. This role ensures service excellence and process compliance by identifying areas for improvement, maintaining quality standards, and supporting training and coaching initiatives to elevate customer experience and operational efficiency.

Job Responsibilities: