Quality Assurance Specialist (Spanish Bilingual)

TL;DR

Quality Assurance Specialist (Customer Experience): Evaluating customer interactions across multiple channels to ensure brand consistency and operational excellence with an accent on compliance, accuracy, and agent performance. Focus on identifying systemic gaps, providing actionable coaching feedback, and driving continuous improvement in customer service workflows.

Location: Must be based remotely in the Philippines

Company

hirify.global is a clean tech company accelerating the transition to renewable energy through innovative software and home electrification solutions.

What you will do

• Conduct regular quality audits of calls, emails, and chats using established scorecards.
• Deliver clear, actionable feedback to supervisors to support agent development.
• Identify recurring issues and systemic gaps impacting the customer experience.
• Maintain accurate QA documentation and track performance trends.
• Participate in calibration sessions to ensure consistent scoring standards.
• Partner with Operations and Training teams to improve processes and SOPs.

Requirements

• 2+ years of experience in Quality Assurance or Customer Experience roles.
• Fluent in both English and Spanish (written and verbal) with the ability to deliver constructive feedback.
• Strong understanding of customer service best practices and SOP application.
• Excellent attention to detail and critical thinking skills.
• Ability to interpret data and translate findings into actionable insights.
• Must be based in the Philippines.

Nice to have

• Familiarity with QA scorecards and audit workflows.
• Experience working with CRM platforms like Salesforce.
• Data-driven mindset for reporting and trend analysis.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Unlimited PTO policy.
• Paid parental leave and retirement plans.
• Promote-from-within culture prioritizing career growth and development.
• Collaborative, purpose-driven work environment focused on environmental impact.