Quality Auditor

Job Description

Job Description

Join Our Team as a Quality Auditor!

The Quality Auditor plays a critical role in strengthening the skills and performance of team members. This position works closely with various departments to evaluate and improve workforce quality through training, assessments, and development initiatives, ensuring employees consistently meet the highest standards of performance.

Key Responsibilities

• Work with minimal supervision, exercising professional judgment, discretion, and sensitivity while addressing quality and training-related matters.
• Collaborate as a team member to identify and assess departmental needs.
• Serve as a resource and support for employees and management.
• Conduct quality reviews and provide training to support the continuous development of employees.
• Work effectively with individuals from diverse backgrounds and resolve issues in a professional manner.
• Act as a leader and collaborate with operations management personnel at various levels.
• Ensure timely follow-up on quality processes through audits and development sessions.
• Perform other related duties as assigned.

Qualifications

• High school diploma required; some college coursework is preferred.
• Previous experience in a Quality Assurance or Quality Auditor role.
• Call center experience is required.
• Excellent verbal, written, reading, and presentation skills.
• Fully bilingual in English and Spanish (required).
• Intermediate to advanced proficiency in computer applications and Microsoft Office, particularly Microsoft Excel.
• Proven track record of delivering quality work in similar roles.
• Ability to identify poor-quality work or processes and collaborate with others to improve performance outcomes.
• Ability to effectively coach staff members on improving their work and recognize high-quality performance.
• Strong organizational skills and exceptional attention to detail.
• Availability to work rotating eight (8)-hour shifts in a Monday through Friday operation between 8:00 a.m. and 11:00 p.m. Occasional availability to work weekends and holidays may be required based on operational needs.

Benefits

• Opportunities for professional growth and career development.
• Leadership and training programs.
• Paid time off.
• Retirement plan.
• The opportunity to be part of a global organization committed to excellence and innovation.

Location: On-site in Guaynabo or Mayagüez, Puerto Rico | Hybrid work arrangement available, subject to performance evaluations and operational needs.

Employment Type: Full-Time

We are an Equal Employment Opportunity (EEO) employer committed to fostering a diverse and inclusive workplace.