Bilingual Quality Analyst

Responsibilities

• Monitor and score customer interactions across voice and written channels in English and Spanish
• Apply the defined quality rubric consistently and calibrate regularly with peers and the client
• Identify root causes of quality misses rather than only recording them
• Deliver clear, actionable coaching feedback to agents and team leaders
• Run calibration sessions to keep scoring consistent across analysts and with the client
• Analyse quality trends and surface systemic issues to operations and training
• Contribute to updating the quality rubric and the knowledge base as products change
• Support new-hire quality ramp and identify early performance risks
• Maintain accurate quality records and reporting for the client
• Uphold data confidentiality under Law 1581 of 2012

Requirements

• Native or equivalent Spanish
• English at CEFR C1, assessed before offer, since you evaluate English interactions to a native-comparable standard
• Two or more years in a contact centre, with quality, coaching or subject-matter-expert experience
• Strong analytical skills and attention to detail
• The ability to give feedback that improves behaviour rather than merely records a score
• University study or equivalent demonstrated experience
• Availability for a hybrid schedule based in Bogotá
• Valid Colombian ID or work permit

Preferred

• Formal quality certification: COPC, Six Sigma
• Experience with quality monitoring and speech analytics platforms
• Prior experience calibrating with United States or Canadian clients
• Experience across multiple programmes or verticals

What we offer

• Direct employment with Corpshore Colombia under the Colombian Labour Code
• Full social security affiliation: health (EPS), pension and occupational risk (ARL)
• Statutory service bonus (prima de servicios)
• Severance and severance interest (cesantías e intereses) as required by law
• Transport allowance where required by law
• Paid annual leave under the Labour Code, with additional days for length of service
• Prepaid medicine or supplementary health plan from day one, with family cover options
• Paid initial training and continuous development throughout employment
• Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
• Language development support, with a focus on progression from B2 to C1 in English
• Documented career path with internal promotion prioritised
• Dual-monitor workstation and ergonomic seating at onsite locations
• Onsite, hybrid and remote arrangements depending on the role
• Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
• Access to career opportunities across the global Corpshore network

How to apply

Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily. Shortlisted candidates are contacted within five business days.

Equal opportunity and data protection

Corpshore Colombia is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under Colombian law. Personal data provided during the selection process is handled in accordance with Law 1581 of 2012 and Decree 1377 of 2013. It is used solely for recruitment purposes and retained under our documented retention policy. You may exercise your rights of access, rectification, update and deletion by contacting info@corpshore.solutions. The supervisory authority is the Superintendencia de Industria y Comercio.