Job Summary: The primary objective of this role is to craft comprehensive test plans, execute them with precision and oversee various activities to guarantee that objectives are achieved and the solution operates as anticipated. The solution must be tested in terms of functionality, performance, reliability, stability and compatibility with other legacy- and/or external systems. Key Responsibilities: - Audit interactions/transactions for aligned agents - Coach agents for improvement - Report daily/weekly/monthly performance for aligned span - Provide inputs, basis audits, for briefings and training need identification - Partner with TLs in leading Team Meetings for metric improvement - Participate in strategic projects for the campaign/LOB - Identify and escalate any potential quality issues per defined process - Isolate and report defects; verify defect fixes - Suggest improvements based on common customer concerns Requirements: - Bilingual in English & Spanish with a minimum B2 proficiency in English. - At least 2 years in college (BS or BA preferred) - Minimum of 1-year experience as Quality Analyst (preferred) - Excel/google sheets skills - Problem-solving skills - Familiarity with application of basic quality tools Desirable Traits: - Clear thought process - Ability to articulate clearly - Highly conscientious and diligent - Assertiveness