Bilingual Quality Assurance Analyst

TP is a leading global provider of digital business services, partnering with some of the world’s most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 employees proficient in over 300 languages, TP stands as a powerful force contributing positively to the communities it serves and the clients it supports. The company fosters an inclusive, diverse work environment that encourages career growth and values every employee’s contribution. TP is deeply committed to supporting active-duty service members, veterans, and military families, underscoring its dedication to social responsibility and equal employment opportunities. Employees at TP benefit from comprehensive health plans that may include medical, vision, and dental coverage, alongside various wellness resources such as Employment Assistance Programs (EAP), health and personal time off, and leave initiatives to support mental health and general well-being. Financially, TP offers competitive 401(k) plans, life insurance options, supplemental medical and critical care insurance, pet insurance, flexible spending accounts (FSAs), and retailer discounts to assist employees and their families in securing their futures. The company emphasizes a culture of inclusion where ambition and high performance are rewarded with opportunities for unlimited career advancement. TP is an Equal Opportunity Employer that does not discriminate on any basis, ensuring a safe and supportive workspace. Reasonable accommodations are provided throughout the application process for those who require them. The Quality Assurance (QA) Analyst role at TP is a bilingual position requiring fluency in English and Spanish. It is a 100% onsite role based in Brownsville, TX, with no work-from-home option. The QA Analyst plays a crucial role in monitoring agent interactions to ensure compliance with established standards, supporting both operational efficiency and customer satisfaction (CSAT) metrics. The analyst evaluates live and recorded agent calls, scoring performance against company and client benchmarks, and facilitates calibration sessions to align team quality expectations. They are also responsible for aiding supervisor teams in quality execution, supporting new hire training transitions, performing policy training, generating comprehensive reporting, and maintaining compliance with company policies. The role demands exceptional detail orientation, strong leadership, analytical abilities, excellent communication skills, and proficiency with MS Office applications, especially Excel. Candidates must possess prior call center experience in customer service, mentoring, or quality assurance, and demonstrate a record of high productivity, problem-solving, and the ability to manage multiple priorities in a dynamic environment. This position offers the opportunity to thrive in a fast-paced, high-energy team culture that values collaboration and continuous improvement. Working at TP means being part of a family that champions both professional success and personal well-being, ensuring that all team members feel valued and inspired to contribute their best every day.