Quality Reviewer - Spanish/English - Employer & Saver Services

What You'll Do9

• Score a daily sample of calls and tickets from Employer Services and Saver Services against the client's quality standards.
• Audit the work of current QA reviewers, calibrate scoring, and close the gaps in what gets reviewed.
• Trace quality misses by agent, team, call topic, or process step and pin down the root cause, whether that sits in knowledge, process, tools, or behavior.
• Build and maintain checks such as QA pass rate, QA coverage, pre-close ticket reviews, and repeat-error tracking, then report on them each week.
• Deliver targeted coaching to individual agents and run refresher training for the wider team.
• Revise SOPs and call guides when the same problem keeps surfacing.
• Coordinate with team leads and squad leads on both teams so coaching lands the same way on each side.
• Align with team leads on the client's QA form and scoring, and share results so both parties read the same picture.
• Track whether coaching and training move agents toward their benchmarks, and change the approach when progress stalls.

Requirements8

• Two or more years in call center or contact center quality assurance, covering call review, scoring against a QA form, and feedback delivery.
• Direct experience handling calls in customer support or financial services.
• A track record of coaching agents with constructive feedback that changes behavior.
• Comfort with data: tracking QA results, spotting trends, and reporting on metrics.
• Hands-on work with Zendesk or a comparable ticketing and phone system.
• Strong written and spoken English with sharp attention to detail.
• Self-directed and organized enough to carry a daily review load across two teams with little supervision.
• Ability to pass a background check.

Preferred Qualifications6

• Bilingual in English and Spanish to review calls in both languages
• Prior work as a QA lead, squad lead, or team lead
• Experience building QA forms, running calibration sessions, or writing training materials
• Knowledge of retirement plans (401(k), 403(b), IRA), loans, and distributions
• Background in financial services support
• Familiarity with Jira and Google Workspace

Who Should Apply

Someone with at least two years of call center QA work who has scored calls, coached agents, and seen the feedback take hold. You will not take calls here. You decide what good looks like, back it with data, and fix what falls short across two teams. Spanish fluency helps but is not required.

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